The effects of the format of two-sided online reviews: A linguistic perspective

Expression of Customer (Dis)satisfaction in Online Restaurant Reviews: The Relationship Between Adversative Connective Constructions and Star Ratings

“…No previous studies that we are aware of have conceptualized ACs as an indicator of customer expectations and customer satisfaction. Further, whereas previous research on online reviews has established that the order of the polarity of the sentiment of review parts influences customers’ perceptions of the company (Purnawirawan et al, 2012), customers’ willingness to buy (Wang et al, 2022), and customers’ perceptions of the overall polarity of the sentiment of the review itself (Lu et al, 2021), no previous studies we are aware of have associated the polarity of second constituents with satisfaction of reviewers.…”

“…Codebook development for quantitative content analysis follows a deductive process to ensure an a priori research design before the final analysis of the data begins (Neuendorf, 2017, p. 18). Specifically, we used the existing theory of ACs, end weight, and polarity of the sentiment in online reviews (Behaghel, 1909;Kripke, 2017;Lu et al, 2021;Purnawirawan et al, 2012;Quirk et al, 1972;Wang et al, 2022;Zhang, 2021) to develop the final codebook (Table 2) and coder instructions (Table 3). This design enabled us to assess the reliability of the codebook independent of ourselves, an important component of quantitative content analysis (Neuendorf, 2017, p. 9).…”

“…966–969; see also, Biber, 2006). Because ACs presuppose the establishment of expectations, they can be useful tools in evaluative language like online reviews (Lu et al, 2021) and in communicating customer (dis)satisfaction.…”

“…Within the list of reviews, the reviews presented in a negative-positive sequence tends to elicit a greater willingness to buy (Wang et al, 2022). Other experimental research suggests that one-sentence reviews presenting positive and then negative statements connected by an AC are perceived as more negative than reviews that do not include ACs (Lu et al, 2021).…”

Socially Sustainable Digital Transformation in the Public Sector: a Systematic Literature Review

“…This allows the consumers to align their attitudes after a complete evaluation of a two-sided and holistic review. Moreover, a two-sided review may suggest no self-interest from the reviewer to sell the product to the consumer, instead a fair evaluation of the actual product (Lutz et al, 2018). We expect that a longer review that considers both the pros and cons of a product, it will be considered more helpful than a long review that presents one side in an extensive manner.…”