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Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews

Colmekcioglu, Nazan, Marvi, Reza, Foroundi, Pantea and Okumus, Fevzi 2022. Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews. Journal of Business Research 153 , pp. 235-250. 10.1016/j.jbusres.2022.08.033

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Negative online reviews can drastically influence consumer behavior and business strategies. Recent attention on the subject demonstrates its importance in the consumer and marketing literature. Even so, no study quantitatively investigates the corpus of the literature. This study quantitatively and systematically investigates the foundational research streams of negative online reviews to identify influential sources and main areas of knowledge in the domain. The study employs an integration of text mining and co-citation analysis, recognizing that firms’ responses to negative online reviews cannot be analyzed without understanding the role of customers. Accordingly, this study generates insight into customers and firms in each negative online review stage, furnishing a conceptual framework that synthesizes the previous literature and highlights the most important research gaps requiring attention. Ultimately, the conceptual framework can guide future researchers in unfolding new and novel directions to expand the boundaries of the negative online review literature.

Item Type: Article
Date Type: Published Online
Status: Published
Schools: Business (Including Economics)
ISSN: 0148-2963
Date of First Compliant Deposit: 18 October 2022
Date of Acceptance: 17 August 2022
Last Modified: 16 May 2023 05:09

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