Assessing consumers' satisfaction and expectations through online opinions: Expectation and disconfirmation approach

作者：

Highlights：

• Customers' expectations and satisfaction with multiple opinion types is studied.

• Sentiment words proved to be full mediator in predicting user's satisfaction.

• Regular, comparative and suggestive opinions positively effects on expectations.

• Comparative opinions are more influential in arising users' expectation.

摘要

•Customers' expectations and satisfaction with multiple opinion types is studied.•Sentiment words proved to be full mediator in predicting user's satisfaction.•Regular, comparative and suggestive opinions positively effects on expectations.•Comparative opinions are more influential in arising users' expectation.

论文关键词：Opinion types,Electronic commerce,User satisfaction,User expectation,Online reviews

论文评审过程：Received 1 December 2016, Revised 17 May 2017, Accepted 17 May 2017, Available online 18 May 2017, Version of Record 1 June 2017.

论文官网地址：https://doi.org/10.1016/j.chb.2017.05.025