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Roles of logistics service quality in shaping generation Z customers' repurchase intention and electronic word of mouth in E-commerce industry. [PDF]
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Designing intelligent chatbots with ChatGPT: a framework for development and implementation. [PDF]
Front Artif IntellHyder S, Kittur J.
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Online Customer Reviews, Online Customer Ratings, Purchasing Decisions
Global Research on Economy, Business, Communication, and Information, 2023Online shopping is now popular due to the development of Internet technology that enables shoppers to shop anywhere, anytime. However, behind its convenience, some drawbacks can be detrimental for the users, such as the breadth of the market and variants of similar products offered by different online stores that cause more difficult evaluations for ...
Steven Steven, Abdullah Rakhman
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Mining Customer Requirement from Helpful Online Reviews
2014 Enterprise Systems Conference, 2014Today there are a huge quantity of online reviews available across different categories of products. The key question is how to select helpful online reviews and what can we learn from the abundant reviews. In this paper, we first conclude five categories of features to predict reviews' helpfulness from the perspective of a product designer and then ...
Zhang Z., Qi J., Zhu G.
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Airbnb Customer Satisfaction Through Online Reviews
2020This paper aims at achieving a clearer perception of the attributes that Airbnb users that have used the platform to rent accommodation in Peniche, Portugal, consider to be more relevant, resorting to a qualitative-based approach that explores guests reviews.
Ana Pires, Célia Rafael
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The Value of Online Customer Reviews
Proceedings of the 10th ACM Conference on Recommender Systems, 2016We study the effect of the volume of consumer reviews on the purchase likelihood (conversion rate) of users browsing a product page. We propose using the exponential learning curve model to study how conversion rates change with the number of reviews. We call the difference in conversion rate between having no reviews and an infinite number the value ...
Georgios Askalidis, Edward C. Malthouse
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Customer engagement and online reviews
Journal of Retailing and Consumer Services, 2018Abstract This study aims at understanding the role of customer engagement in writing online reviews by shoppers with specific focus on mobile devices for shopping. Mobile devices are becoming first screen for the customers and are being used by marketers to have interactive communication making it more suitable for building customer engagement.
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Customer knowledge discovery from online reviews
Electronic Markets, 2012The explosive growth of Chinese electronic market has made it possible for companies to better understand consumers’ opinion towards their products in a timely fashion through their online reviews. This study proposes a framework for extracting knowledge from online reviews through text mining and econometric analysis.
Weijia You, Mu Xia, Lu Liu, Dan Liu
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Mining distinguishing customer focus sets from online customer reviews
Computing, 2018With the development of e-commerce, online shopping becomes increasingly popular. Very often, online shopping customers read reviews written by other customers to compare similar items. However, the number of customer reviews is typically too large to look through in a reasonable amount of time.
Lei Duan +6 more
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Reacting to negative online customer reviews
Journal of Service Theory and Practice, 2019PurposeThe purpose of this paper is to investigate the effects of explanation and compensation, as specific accommodative management responses to negative online customer reviews, on potential customers.Design/methodology/approachThe scenario-based online experiment with 306 participants investigates the effects of explanation and compensation on ...
Rico Piehler +3 more
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