Purpose: This paper develops a generalizable, machine-learning-based method for measuring established marketing constructs using passive analysis of consumer-generated textual data from service reviews. The method is demonstrated using topic and sentiment analysis along dimensions of an...

Purpose: Online reviews are increasingly available for a wide range of products and services in e-commerce. Most consumers rely heavily on online reviews when making purchase decisions, so an important topic is that of understanding what makes some online reviews helpful in the eyes of...

Purpose: The basic assumption is that there is a symmetric relationship between review valence and rating, but what if review valence and rating were linked asymmetrically? There are few studies which have investigated the situations in which positive and negative online reviews exert different...

Purpose – Online reviews are increasingly available for a wide range of products and services. Several studies have demonstrated the benefits of the presence of customer reviews to an online retailer, but the issue of what makes online reviews helpful to a consumer in the process of making a...