The utility associated with a service's consumption is contingent on its intrinsic characteristics and various situational factors. One key element that influences consumer satisfaction is adherence to prior expectations. This is particularly relevant for experience goods that highly depend on...

The utility associated with a service's consumption is contingent on its intrinsic characteristics and various situational factors. One key element that influences consumer satisfaction is adherence to prior expectations. This is particularly relevant for experience goods that highly depend on...

This study examines how unexpected exogenous events, labelled as suprises, affect the utility of experience goods reported in online rating systems. Using over 300,000 reviews of accommodation services listed on Booking.com, the research investigates whether online ratings capture the impact of...