Dynamic effects of customer experience levels on durable product satisfaction: Price and popularity moderation

作者：

Highlights：

• Conducted the research based on big data collected from online reviews.

• Extended the extent of usage from time to the customer experience level.

• Discussed the effects of customer experience levels on eWOM for durable products.

• Found that both price and popularity have significant moderating effects.

摘要

•Conducted the research based on big data collected from online reviews.•Extended the extent of usage from time to the customer experience level.•Discussed the effects of customer experience levels on eWOM for durable products.•Found that both price and popularity have significant moderating effects.

论文关键词：Automotive industry,Big data,Car reviews,China,Customer experience,Customer satisfaction,Data analytics,Empirical research,Expectation-confirmation theory,Product price,Product popularity,Regression model,Secondary data

论文评审过程：Received 4 August 2017, Revised 10 January 2018, Accepted 10 January 2018, Available online 11 January 2018, Version of Record 9 March 2018.

论文官网地址：https://doi.org/10.1016/j.elerap.2018.01.002