Abstract
In this chapter we define online reviews as a form of customer engagement behavior and provide an overarching framework for understanding the relationships between different elements of customer review ecosystem, its effects on purchase behaviors and consumption experiences, and moderators of these relationships. We discuss what has been examined in the extant literature about the effects of customer reviews and what research questions still need to be addressed. Finally, we provide directions for future research on customer reviews that will help us understand the mechanisms and effects of customer engagement.
| Original language | English (US) |
|---|---|
| Title of host publication | Handbook of Research on Customer Engagement |
| Publisher | Edward Elgar Publishing |
| Pages | 76-96 |
| Number of pages | 21 |
| ISBN (Electronic) | 9781788114899 |
| ISBN (Print) | 9781788114882 |
| DOIs | |
| State | Published - Jan 1 2019 |
| Externally published | Yes |
ASJC Scopus subject areas
- General Economics, Econometrics and Finance
- General Business, Management and Accounting