Unfair customer reviews: Third-party perceptions and managerial responses

Surachartkumtonkun, Jiraporn (Nui), Debra Grace and Mitchell Ross

Journal of Business Research, 2021, vol. 132, issue C, 631-640

Abstract: This research examines third-party perceptions of unfair reviews and effects of managerial responses. Using an experimental research design, this research reports the findings of two studies involving 1115 US consumers. Study 1 examines third-party perceptions (i.e., severity of incident, attribution of blame and opportunistic intentions) after reading reviews. Study 2 examines the moderating influence of the managerial response strategies. The findings provide significant insight for service providers in scripting their responses to unfair reviews. To protect their reputation, a defensive managerial response strategy is found to be best when (1) severity of the reported incident is high and (2) review content indicates possible opportunistic intentions of the complainant. Alternatively, when attribution of blame lies strongly with the service provider, then an accommodative strategy is more effective. Our findings contribute to the unfair review and managerial response literature by highlighting the benefits of both the accommodative and the defensive strategies.

Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0148296320306494
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:132:y:2021:i:c:p:631-640

DOI: 10.1016/j.jbusres.2020.09.071

Access Statistics for this article

Journal of Business Research is currently edited by A. G. Woodside

More articles in Journal of Business Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().