Customer service employees are generally advised to express positive emotion during their interactions with customers. The rise and maturity of artificial intelligence (AI)–powered conversational…
Mixed or inconsistent opinions are commonplace in online reviews. Prior research shows that review inconsistency has different effects: its product-level manifestation in the form of inconsistent p…
When reviewers write online reviews, they differ in the focus of their attention: some focus on their own experiences, whereas some direct their attention to others—prospective consumers who may …