Misreading of consumer dissatisfaction in online product reviews: Writing style as a cause for bias
作者：
Highlights：
• Decision makers often struggle to assess the extent of consumer dissatisfaction in online product reviews.
• When consumers use causality words and display future intentions in negative online reviews, managers underestimate consumer dissatisfaction.
• Managers better identify negative product reviews when consumers use more insight and discrepancy words, as well as more third-person pronouns.
• Female and experienced managers better assess consumers’ satisfaction levels, while longer reviews lead to underestimating dissatisfaction.
• There is a need to refine the judgment-bias literature: managers’ misreading of consumer dissatisfaction is a function of their writing styles.
摘要
•Decision makers often struggle to assess the extent of consumer dissatisfaction in online product reviews.•When consumers use causality words and display future intentions in negative online reviews, managers underestimate consumer dissatisfaction.•Managers better identify negative product reviews when consumers use more insight and discrepancy words, as well as more third-person pronouns.•Female and experienced managers better assess consumers’ satisfaction levels, while longer reviews lead to underestimating dissatisfaction.•There is a need to refine the judgment-bias literature: managers’ misreading of consumer dissatisfaction is a function of their writing styles.
论文关键词：Online consumer review,Post-launch product feedback,Information management,Language-style analysis,Judgment bias
论文评审过程：Received 27 September 2017, Accepted 31 October 2017, Available online 8 November 2017, Version of Record 8 November 2017.
论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2017.10.009
