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...

This paper explores effects of the emotions embedded in a seller review on its perceived helpfulness to readers. Drawing on frameworks in the emotion and cognitive processing literatures, we propose that over and above a well-known negativity bias, the impact of discrete emotions in a review...