Generation, susceptibility, and response regarding negativity: an in-depth analysis of negative online reviews

Colmekcioglu, Nazan, Marvi, Reza ORCID logoORCID:, Foroudi, Pantea ORCID logoORCID: and Okumus, Fevzi (2022) Generation, susceptibility, and response regarding negativity: an in-depth analysis of negative online reviews. Journal of Business Research, 153 . pp. 235-250. ISSN 0148-2963 [Article] (doi:10.1016/j.jbusres.2022.08.033)

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Negative online reviews can drastically influence consumer behavior and business strategies. Recent attention on the subject demonstrates its importance in the consumer and marketing literature. Even so, no study quantitatively investigates the corpus of the literature. This study quantitatively and systematically investigates the foundational research streams of negative online reviews to identify influential sources and main areas of knowledge in the domain. The study employs an integration of text mining and co-citation analysis, recognizing that firms’ responses to negative online reviews cannot be analyzed without understanding the role of customers. Accordingly, this study generates insight into customers and firms in each negative online review stage, furnishing a conceptual framework that synthesizes the previous literature and highlights the most important research gaps requiring attention. Ultimately, the conceptual framework can guide future researchers in unfolding new and novel directions to expand the boundaries of the negative online review literature.

Item Type: Article
Research Areas: A. > Business School > Marketing, Branding and Tourism
Item ID: 35700
Notes on copyright: © 2022 The Author(s). Published by Elsevier Inc. This is an open access article under the CC BY license (
Depositing User: Pantea Foroudi
Date Deposited: 23 Aug 2022 14:26
Last Modified: 05 Dec 2022 11:52

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