The impact of COVID-19 on online product reviews

Kutlubay, Omer Cem; Çiçek, Mesut; Yayla, Serdar

doi:10.1108/jpbm-12-2020-3281

Cited by 16 publications

(14 citation statements)

References 93 publications

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“…The value placed on features such as safety, social distancing and mask policies are considered as important as previously dominant features such as service, overall experience and food quality [ 16 ]. Kutlubay et al [ 105 ] examined the differences in comments and ratings provided by customers before and after the COVID-19 outbreak. They showed that the customer ratings had dropped during the pandemic.…”

Section: Related Workmentioning

confidence: 99%

Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology

Zibarzani

Abumalloh

Nilashi

et al. 2022

Technology in Society

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Section: Related Workmentioning

confidence: 99%

Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology

Zibarzani

Abumalloh

Nilashi

et al. 2022

Technology in Society

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“…1,3,4 This affects individual and social behaviors widely, notably in the fields of public health, 4,5 social contact, 6 and marketing. [7][8][9][10] Complaining is the concrete reflection of human negative psychological factors. 11 CCB is bound to be influenced by negative psychological effects on consumers.…”

Section: Introductionmentioning

confidence: 99%

Expectation and Complaint: Online Consumer Complaint Behavior in COVID-19 Isolation

Wang¹,

Zhang²,

Wu³

et al. 2022

PRBM

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Purpose This study aims to articulate the nature of consumer complaining behavior (CCB) by analyzing the mechanism and characteristics of online CCB in COVID-19 isolated environment. Patients and Methods For the purpose, this study collected data via a web-based questionnaire survey from 408 consumers in Shanghai, China during COVID-19 isolation. Through building and analyzing a structural equation model that consists of six latent variables such as perceived service quality, perceived product quality, customer satisfaction, negative emotion, customer complaint; the study analyzed the basic characteristics of CCB, and focused on the moderation test of consumer expectation to validate its important role in consumer decision-making behavior. Results First, compared to perceived service quality, perceived product quality has a stronger influence on customer satisfaction and has a weaker influence on negative emotions in the COVID-19 isolated environment. Second, the total influence of perceived product quality on customer complaints is stronger than that of perceived service quality. Third, the direct impact of negative emotions on customer complaints was much stronger than the effect of customer satisfaction on customer complaints. Meanwhile, it can also act as a mediating variable to make customer satisfaction have an additional indirect effect on complaints. Finally, the study also found that consumer expectation can reinforce the influences of customer satisfaction on negative emotions and customer complaints, while it weakens the effect of negative emotions on customer complaints. Conclusion This study suggests that the classic CCB factors still exert a stable influence on customer complaints through cognitive and emotional response pathways, but the influence difference is obvious in the COVID-19 isolated environment. And the influence processes are significantly moderated by consumer expectation level. Enterprises should conduct more targeted marketing interactions, according to these CCB characteristics.

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“…Consequently, the entire country was forced into a lockdown. Therefore, referring to Kutlubay et al (2021), the observation period was shortened from July 2019 to January 23, 2020, using the lockdown date as the criterion. Thus, we excluded the possibility that the epidemic may have an impact on our conclusion through the alternative regression.…”

Section: Resultsmentioning

confidence: 99%

How online reviews with different influencing factors affect the diffusion of new products

Sun

Liang

Zhao

2023

Int J Consumer Studies

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Online reviews are becoming increasingly important for the diffusion of new products. Based on the content of online reviews on JD.com, the study utilizes the Latent Allocation model to identify the critical factors of interest to consumers and categorized them into two categories, namely, product quality and supporting service factors. Thereafter, we use the system generalized method of moments to analyse the dynamic model of the panel data and further study the relationship between online reviews and new product diffusion under the two types of factors. We further investigate how the interaction between the critical metrics of online reviews affects the diffusion of new products. The results indicate that as various factors are considered, online reviews have a significantly different impact on the diffusion of new products. Moreover, compared with supporting service factors, online reviews of product quality factors have a more significant impact. In addition, the interactions between online review metrics demonstrate complex characteristics, especially the volume and positive emotional tendency, which does not promote new product diffusion, as expected.

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The impact of COVID-19 on online product reviews

Cited by 16 publications

References 93 publications

Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology

Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology

Expectation and Complaint: Online Consumer Complaint Behavior in COVID-19 Isolation

How online reviews with different influencing factors affect the diffusion of new products

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