Effects of negative reviews and managerial responses on consumer attitude and subsequent purchase behavior: An experimental design

Le, Long Hoang; Ha, Quang-An

doi:10.1016/j.chb.2021.106912

Cited by 42 publications

(31 citation statements)

References 48 publications

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“…This research aims to detect the polarity and the topic discussed by the users about Lazada and Shopee on Twitter. It also includes how social sentiment will affect a consumer's buying decision [22,25,27]. This study analysed 927 and 1322 clean data for Lazada and Shopee, respectively, and measured their sentiment using the Lexicon-based approach.…”

Section: Discussionmentioning

confidence: 99%

“…b) Search Information During this stage, a customer who has identified a certain need may seek information from internet sources, such as social media platforms. Consumers increasingly rely on internet sources and e-WOM when researching items or services they want to purchase or utilize [27]. The customers will browse several websites and social media to study the usergenerated information and comments about a certain product or brand on social media.…”

Section: A) Awarenessmentioning

confidence: 99%

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Exploring Sentiment Analysis on E-Commerce Business: Lazada and Shopee

Yin¹,

Saad²,

Yaacob³

2022

TEM Journal

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This study examined Twitter users' attitudes regarding e-commerce businesses, Lazada and Shopee. The primary goal of this research is to determine the sentiment of Twitter users toward the ecommerce company and the topic debate among Twitter users. The results demonstrate that both companies are receiving more positive than negative sentiment, indicating that Twitter users share positive opinions about Lazada and Shopee on social media. RapidMiner was chosen as a tool to extract data from Twitter through the Twitter API, data cleaning, and perform sentiment analysis. The sentiment is classified into three sentiment classes; Positive, Negative, or Neutral. These results will help Shopee and Lazada determine how the audience perceives the experience and recommendation. The results contribute to our understanding of e-commerce business services. It provides an overview of the public's viewpoint so that e-commerce businesses may comprehend their services' strengths and weaknesses and enhance marketing strategy.

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Section: Discussionmentioning

confidence: 99%

Section: A) Awarenessmentioning

confidence: 99%

Exploring Sentiment Analysis on E-Commerce Business: Lazada and Shopee

Yin¹,

Saad²,

Yaacob³

2022

TEM Journal

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“…Sellers recognize that managerial response, a typical online service intervention strategy, can improve business performance (Zhao et al , 2020). Owing to the adverse impacts of negative reviews, sellers emphasize managerial responses to them (Le and Ha, 2021). However, as most online reviews are positive, Wu et al (2020) proposed that studies on positive review responses should also be considered.…”

Section: Literature Review and Research Backgroundmentioning

confidence: 99%

Seize the favorable impression: how hosts should manage positive online reviews

Wang,

Jia

2023

IJCHM

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Purpose Positive reviews can enrich the favorable impression of peer-to-peer accommodation products, and seizing this impression is vital for hosts. This study aims to focus on hosts’ response strategies to positive reviews and their effects. Design/methodology/approach This study categorizes hosts’ response strategies to positive reviews into cordial and tailoring responses. This study empirically analyzes the influence of these response strategies on subsequent review volumes using 1,283 valid listings and zero-inflation negative binomial regression models. Findings While hosts use cordial responses more, tailoring responses are more likely to drive subsequent reviews. In addition, when the host chooses entirely shared accommodation or sets a high price, the facilitating effect of the two response strategies on subsequent reviews weakens. Research limitations/implications This study enriches the knowledge system on managerial responses by proposing two specific response strategies to positive reviews that can be adopted by peer-to-peer accommodation hosts and by finding the promoting impact of these strategies on subsequent review volumes. Practical implications This study recommends that peer-to-peer accommodation hosts adopt cordial and tailoring responses to encourage subsequent consumer reviewing behavior. Originality/value As an early attempt to explore hosts’ responses to positive reviews and their impacts on subsequent review volumes, this study provides valuable insights into further research on positive review response strategies in the digital space.

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“…A probability distribution has also been defined to divide potential customers who are or are not influenced by external feedback (i.e., WOM_Influence/Review_Influence parameters equals to 1 or 0 if the customer is influenced or not by feedback, respectively). As shown in the literature [45][46][47][48], personal experience, WOM, and reviews have different weights in influencing positive and negative attitudes towards rental services. Previous experiences cover the first place: if a customer has already rented an item, he already has his opinion about the service and will not be influenced by external feedback.…”

Section: Abm Modelmentioning

confidence: 99%

Design Product-Service Systems by Using a Hybrid Approach: The Fashion Renting Business Model

et al. 2022

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As is known, sustainability issues represent one of the main challenges companies have to face. Among all, the fashion industry is considered one of the most impactful, both in terms of resource utilization and pollution. Fashion renting is a recent business model for companies to reduce their environmental footprint, following a circular economy approach. The study aims to develop and discuss the proposed hybrid approach to effectively support fashion companies in designing new business models, taking into account both the customer and the company perspective. On the one hand, agent-based modeling (ABM) allow us to represent customers’ behaviour and interaction. On the other hand, discrete event simulation (DES) paradigm is used to model fashion renting processes. Because customers’ attitude to that service reflects its successful implementation, motivators and barriers have been investigated to be included in the model. The practical implication is defining a model to support fashion companies in designing rental business models before implementing them. From a theoretical point of view, it overcomes the literature gap about the definition of a unique model for fashion renting, including processes, customers and interactions between agents. Follow-up research will include the presentation of simulation results.

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Effects of negative reviews and managerial responses on consumer attitude and subsequent purchase behavior: An experimental design

Cited by 42 publications

References 48 publications

Exploring Sentiment Analysis on E-Commerce Business: Lazada and Shopee

Exploring Sentiment Analysis on E-Commerce Business: Lazada and Shopee

Seize the favorable impression: how hosts should manage positive online reviews

Design Product-Service Systems by Using a Hybrid Approach: The Fashion Renting Business Model

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