A longitudinal exploration of the relations between electronic word-of-mouth indicators and firms’ profitability: Findings from the banking industry
作者：
Highlights：
• We employ Automatic Text Analysis to extract valuable information contained in text online reviews.
• We examine the patterns of the bi-directional relations between eWOM indicators and banks’ profitability over time.
• Both star ratings and expressed anger in eWOM significantly predict firms’ future profitability.
• Star ratings are a consistent predictor of firms’ future profitability over time and expressed anger explains additional variance of firms’ future profitablility beyond the star ratings.
• Both star ratings and verbalized positive feelings reflect firms’ past financial performance.
摘要
•We employ Automatic Text Analysis to extract valuable information contained in text online reviews.•We examine the patterns of the bi-directional relations between eWOM indicators and banks’ profitability over time.•Both star ratings and expressed anger in eWOM significantly predict firms’ future profitability.•Star ratings are a consistent predictor of firms’ future profitability over time and expressed anger explains additional variance of firms’ future profitablility beyond the star ratings.•Both star ratings and verbalized positive feelings reflect firms’ past financial performance.
论文关键词：Electronic word-of-mouth,Social media,Profitability,Text analysis,Sentiment analysis
论文评审过程：Received 13 May 2014, Revised 22 January 2016, Accepted 31 March 2016, Available online 14 April 2016, Version of Record 9 September 2016.
论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2016.03.015
