Li, Xiaofei; Ma, Baolong; Chu, Hongrui - In: Asia Pacific Journal of Marketing and Logistics 33 (2021) 8, pp. 1814-1828
Purpose: The value of online reviews has been well documented by academics and practitioners. However, to maximise the benefits of consumer reviews, online sellers must avoid the negative consequences associated with customer feedback, such as reputation loss, or product returns after purchase....