Abstract While the majority of studies exploring online customer reviews in light intercultural comparisons draw on theoretical framework Hofstede’s cultural dimensions, which faced justifiable criticism, we make use Socio-Cognitive Systems Theory to illustrate how consumers from different cultures are cognitively processing information. By employing this alternative theory, it is shown that (h...

Today the Internet offers a massive amount of reviews and user experiences about a variety of products from different manufacturers, ranging from smartphones, automobiles, and home appliances to Internet services such as hotel booking and airplane booking. For a careful customer it is time-consuming to make good purchasing decisions due to a variety of similar products, lots of reviews for each...

With the popularity of online shopping it is increasingly becoming important for manufacturers and service providers to ask customers to review their product and associated service. Typically the number of customer reviews that a product receives grows rapidly and can be in hundreds or even thousands. This makes it difficult for a potential customer to decide whether to buy the product or not. ...

Data mining can be evaluated as a strategic tool to determine the customer profiles in order to learn customer expectations and requirements. Airline customers have different characteristics and if passenger reviews about their trip experiences are correctly analyzed, companies can increase customer satisfaction by improving provided services. In this study, we investigate customer review data ...

In this study, event-related brain potentials (ERPs) were used to investigate the neural and psychological bases of consumer herding decision in purchasing books online. Sixteen participants were asked to decide as quickly as possible whether to buy a book on the basis of its title keywords and the numbers of positive and negative reviews in stimulus. The given title keywords were very similar,...

Increasingly large numbers of customers are choosing online shopping because of its convenience, reliability, and cost. As the number of products being sold online increases, it is becoming increasingly difficult for customers to make purchasing decisions based on only pictures and short product descriptions. On the other hand, customer reviews, particularly the text describing the features, co...

“What other people think” has always been an important piece of information during various decision-making processes. Today people frequently make their opinions available via the Internet, and as a result, the Web has become an excellent source for gathering consumer opinions. There are now numerous Web resources containing such opinions, e.g., product reviews forums, discussion groups, and Bl...

Yelp[1] is a popular website that allows users to submit numerical ratings (integers 1-5, inclusive, 5 being positive sentiment) and text reviews (reviewer’s comments) to express their experiences interacting with various businesses. This information helps others determine which businesses best fit their needs. The prevalence and utility of rating and review services provide the opportunity and...

The proliferation of socialized data offers an unprecedented opportunity for designing customer service measurement systems. In this paper we address the problem of adequately measuring service quality using socialized data. The theoretical basis for the study is the widely used SERVQUAL model. The analysis is based on a database of online reviews generated on the website of the leading price c...