As customers are increasingly participating in online product and service reviews, companies can leverage the content of those consumer reviews to improve or retain customer satisfaction. By using a panel data set collected from Yelp, this study empirically tests the effects of voting and sentiment of customer reviews on future customer satisfaction. The results show that cool votes on customer reviews have a positive impact on customer satisfaction in the next month. While average positive sentiment score has a positive effect on customer satisfaction of a restaurant, average negative score has a negative influence. In addition, the diversity of the sentiment scores moderates the effects of positive and negative sentiment scores on customer satisfaction. This research provides a nuanced understanding of how the content of online customer reviews affects customer satisfaction, an important indicator of the quality of service or product.
Chen, L. (2019). The Impact of the Content of Online Customer Reviews on Customer Satisfaction: Evidence from Yelp Reviews. Proceedings of the ACM Conference on Computer-Supported Cooperative Work and Social Computing (2019, Austin, TX, pp. 171-174. Association for Computing Machinery (ACM).
The definitive version is available at https://doi.org/10.1145/3311957.3359448
22nd ACM Conference on Computer-Supported Cooperative Work and Social Computing, CSCW 2019 (2019: Nov. 9-13, Austin, TX)
Business and Information Technology
Keywords and Phrases
Customer satisfaction; Online customer reviews; Sentiment analysis; Voting; Yelp
International Standard Book Number (ISBN)
Article - Conference proceedings
© 2019 The Author, All rights reserved.
01 Nov 2019