A common assumption in prior research and practice is that more helpful online reviews will exert a greater impact on consumer attitudes and purchase decisions. We suggest that this assumption may not hold for reviews expressing anger. Building on Emotions as Social Information (EASI) theory, we...

Customer service employees are generally advised to express positive emotion in their interactions with customers. The rise and maturity of artificial intelligence (AI) powered conversational agents, also known as chatbots, beg the question: should AI agents be equipped with the ability to...

In the online word-of-mouth literature, research has consistently shown that negative reviews have a greater impact on product sales than positive reviews. While this negativity effect is well documented at the product level, there is less consensus on whether negative or positive reviews are...