Effects of negative reviews and managerial responses on consumer attitude and subsequent purchase behavior: An experimental design

作者：

Highlights：

• Negative reviews have unfavorable effects on potential customers' attitudes and behavior.

• Managerial responses have positive impacts on potential customers' attitudes and behavior.

• Managerial responses can lessen the unfavorable impacts of negative reviews on potential customers.

摘要

•Negative reviews have unfavorable effects on potential customers' attitudes and behavior.•Managerial responses have positive impacts on potential customers' attitudes and behavior.•Managerial responses can lessen the unfavorable impacts of negative reviews on potential customers.

论文关键词：Negative reviews,Review impression,Review diagnosticity,Managerial responses,Attitude-behavior relations,Category diagnosticity theory

论文评审过程：Received 18 September 2020, Revised 20 May 2021, Accepted 9 June 2021, Available online 12 June 2021, Version of Record 15 June 2021.

论文官网地址：https://doi.org/10.1016/j.chb.2021.106912