Analyzing electronic word of mouth: A social commerce construct

作者：

Highlights：

• We investigate one of the constructs of social commerce namely reviews.

• We use real Amazon.com reviews to study thematic differences between positive and negative reviews and their effect on potential customers.

• We use text mining technique (Latent semantic analysis) to reveal the themes of the reviews.

• Potential customers find negative reviews containing service failure information to be more helpful.

• Potential customers find positive reviews containing information on the core functionalities, technical aspects and aesthetics to be more helpful.

摘要

•We investigate one of the constructs of social commerce namely reviews.•We use real Amazon.com reviews to study thematic differences between positive and negative reviews and their effect on potential customers.•We use text mining technique (Latent semantic analysis) to reveal the themes of the reviews.•Potential customers find negative reviews containing service failure information to be more helpful.•Potential customers find positive reviews containing information on the core functionalities, technical aspects and aesthetics to be more helpful.

论文关键词：Social commerce,Reviews,Informational support,eWOM,Latent semantic analysis

论文评审过程：Received 8 December 2015, Revised 15 June 2016, Accepted 9 August 2016, Available online 24 August 2016, Version of Record 16 March 2017.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2016.08.004