Detection of potential customers' empathy behavior towards customers' reviews

Article Computer Science, Cybernetics

Exploring an adverse impact of smartphone overuse on academic performance via health issues: a stimulus-organism-response perspective

Shaoxiong Fu et al.

Summary: This study examines the complex relationship between smartphone overuse and academic performance among students, finding that health issues mediate this relationship while health information literacy moderates it.

BEHAVIOUR & INFORMATION TECHNOLOGY (2021)

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Article Business

Determinants and consequences of service experience toward small retailer platform business model: Stimulus-organism-response perspective

Jiunn-Woei Lian

Summary: This study compares the empirical results from entrepreneurs and consumers to understand the determinants and consequences of service experience toward retailers' digital transformation. The critical antecedents and outcomes of service experience differ between entrepreneurs and consumers. The study also reveals that service experience plays a mediating role between stimulus and response variables for both entrepreneurs and consumers.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2021)

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Article Business

The role of cognitive and affective responses in the relationship between internal and external stimuli on online impulse buying behavior

Salman Kimiagari et al.

Summary: This study investigated the role of cognitive and affective responses in social-media-based impulse buying behavior, finding that navigability, price attribute, trust propensity, and self-confidence are direct predictors of online impulse buying. Variety of selection and quality of information had indirect effects on the same through utilitarian browsing.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2021)

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Article Business

The future of service: The power of emotion in human-robot interaction

Stephanie Hui-Wen Chuah et al.

Summary: The study reveals that expressions of surprise and happiness from emotional robots have positive impacts on potential consumers, highlighting the importance of further understanding emotions in human-robot interaction.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2021)

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Article Business

Segmentation of both reviewers and businesses on social media

Sangkil Moon et al.

Summary: This research utilizes online consumer reviews to develop a market segmentation procedure for businesses on social media, allowing for segmentation of both reviewers and businesses based on preferences expressed in reviews and business practices specified in reviews. The procedure uses publicly available consumption information and a large number of product features to create detailed profiling of reviewer and business segments. Using restaurant reviews on Yelp, the research demonstrates how businesses can develop segmentation strategies on social media.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2021)

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Review Hospitality, Leisure, Sport & Tourism

Asymmetric relationship between customer sentiment and online hotel ratings: the moderating effects of review characteristics

Xiaofan Lai et al.

Summary: This study investigates the asymmetric relationship between customer sentiment and online hotel ratings using sentiment analysis based on big data techniques. The findings show that negative sentiment scores have a larger impact on online hotel ratings compared to positive sentiment scores, with reviewer level and reviews with pictures moderating this relationship. Additionally, the study contributes to the literature by providing an analysis framework for the relationship between customer sentiment and online hotel ratings based on customers' motives in the context of eWOM.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT (2021)

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Article Economics

Empathy, gender, and prosocial behavior

Linda Kamas et al.

Summary: This study reveals that gender differences in prosocial behavior are eliminated when empathy is taken into account, indicating that gender is not the sole contributor to differences in prosocial behavior, and personality traits such as empathy also play a role.

JOURNAL OF BEHAVIORAL AND EXPERIMENTAL ECONOMICS (2021)

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Article Business

Using structural topic modelling to predict users' sentiment towards intelligent personal agents. An application for Amazon's echo and Google Home

J. Manuel Sanchez-Franco et al.

Summary: The study revealed that the utility and hedonic benefits of IPA, as well as social influence and facilitating conditions, directly impact users' sentiment towards IPA. To enhance user satisfaction, designers and managers should focus on adjusting users' technical skills and the functionalities and benefits of IPA to prevent boredom after prolonged use.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2021)

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Article Business

Exploring the impact of chatbots on consumer sentiment and expectations in retail

Anh D. Tran et al.

Summary: This study found that overall sentiment towards chatbots is less negative than towards online human agents, with differences across fashion and telecommunications sectors. Additionally, sentiments towards online human agents in both sectors become more negative after a retailer implements a chatbot.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2021)

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Article Hospitality, Leisure, Sport & Tourism

The financial impact of online customer reviews in the restaurant industry: A moderating effect of brand equity

Yiqi Wang et al.

Summary: The impact of electronic Word-of-Mouth on firm performance has been widely recognized by scholars and practitioners, with eWOM serving as an important source of information that helps reduce perceived uncertainty risks in service purchases. Research findings show that review volume and review rating contribute to restaurant profitability, with brand equity moderating the effects of these attributes on financial performance. This implies that eWOM has a greater influence on the financial performance of weak-branded restaurants than strong-branded ones.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2021)

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Article Business

Place attachment to pseudo establishments: An application of the stimulus-organism-response paradigm to themed hotels

Jia Sun et al.

Summary: This study investigated place attachment in themed-hotel context using the Mehrabian-Russell model, with a focus on social cues, ambience cues, and pleasant arousal. Results from structural equation modeling and Latent Dirichlet Allocation confirmed the influence of these factors on place attachment. Emotional factors were also found to trigger place attachment formation. Theoretical and practical implications of the findings were discussed.

JOURNAL OF BUSINESS RESEARCH (2021)

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Article Business

A big data exploration of the informational and normative influences on the helpfulness of online restaurant reviews

Stephanie Meek et al.

Summary: By analyzing restaurant reviews, this study found that positive recommendation framing and strong argument quality have an impact on receiving Likes on reviews. Heuristics not only help potential customers filter reviews but also increase the social impact of Online Opinion Platforms.

JOURNAL OF BUSINESS RESEARCH (2021)

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Article Social Work

Emotions in leader's crisis communication: Twitter sentiment analysis during COVID-19 outbreak

Manpreet Kaur et al.

Summary: The study explores how political leaders express emotions on Twitter, finding that positive and trust are the most common emotions when authorities communicate new guidelines during crises like COVID-19.

JOURNAL OF HUMAN BEHAVIOR IN THE SOCIAL ENVIRONMENT (2021)

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Article Business

What drives brand love for natural products? The moderating role of household size

Sushant Kumar et al.

Summary: This study examines the factors influencing consumer brand love towards natural products using the S-O-R theory, finding that health consciousness and environmental concern significantly shape the consumers' internal state, leading to their response. Internal factors such as natural content, regional product, usage barriers, and image barriers play a role in shaping brand love for natural products. The study also confirms the moderating effect of household size on brand love.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2021)

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Article Computer Science, Information Systems

Exploring Impact of Age and Gender on Sentiment Analysis Using Machine Learning

Sudhanshu Kumar et al.

ELECTRONICS (2020)

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Review Behavioral Sciences

The genetic and environmental origins of emotional and cognitive empathy: Review and meta-analyses of twin studies

Lior Abramson et al.

NEUROSCIENCE AND BIOBEHAVIORAL REVIEWS (2020)

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Review Multidisciplinary Sciences

Customer review or influencer endorsement: which one influences purchase intention more?

Diena Dwidienawati et al.

HELIYON (2020)

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Review Hospitality, Leisure, Sport & Tourism

Finding the reviews on yelp that actually matter to me: Innovative approach of improving recommender systems

Yi Luo et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2020)

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Article Business

Unusual purchasing behavior during the early stages of the COVID-19 pandemic: The stimulus-organism-response approach

Samuli Laato et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2020)

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Article Business

How managerial responses to online reviews affect customer satisfaction: An empirical study based on additional reviews

Yan Zhao et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2020)

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Article Business

Exploring customer sentiment regarding online retail services: A topic -based approach

Jia-Jhou Wu et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2020)

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Review Hospitality, Leisure, Sport & Tourism

Online persuasion of review emotional intensity: A text mining analysis of restaurant reviews

Hengyun Li et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2020)

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Article Business

It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy

Liem Viet Ngo et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2020)

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Article Psychology, Educational

Empathy and defending behaviours in school bullying: The mediating role of motivation to defend victims

Claudio Longobardi et al.

BRITISH JOURNAL OF EDUCATIONAL PSYCHOLOGY (2020)

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Review Hospitality, Leisure, Sport & Tourism

Characterizing non-chain restaurants' Yelp star-ratings: Generalizable findings from a representative sample of Yelp reviews

Daniel Keller et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2020)

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Article Psychology, Multidisciplinary

If your device could smile: People trust happy-sounding artificial agents more

Ilaria Torre et al.

COMPUTERS IN HUMAN BEHAVIOR (2020)

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A semantic similarity-based perspective of affect lexicons for sentiment analysis

Oscar Araque et al.

KNOWLEDGE-BASED SYSTEMS (2019)

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Emotion and sentiment analysis from Twitter text

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JOURNAL OF COMPUTATIONAL SCIENCE (2019)

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Article Engineering, Industrial

Making construction safety training interesting: A field-based quasi experiment to test the relationship between emotional arousal and situational interest among adult learners

Siddharth Bhandari et al.

SAFETY SCIENCE (2019)

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Article Hospitality, Leisure, Sport & Tourism

Booking now or later: Do online peer reviews matter?

Zili Zhang et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2019)

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Article Hospitality, Leisure, Sport & Tourism

Why do you use Yelp? Analysis of factors influencing customers' website adoption and dining behavior

Saba Salehi-Esfahani et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2019)

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Article Ethics

Empathy, social media, and directed altruistic living organ donation

Greg Moorlock et al.

BIOETHICS (2018)

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Review Computer Science, Artificial Intelligence

Which online reviews do consumers find most helpful? A multi-method investigation

Seyed Pouyan Eslami et al.

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Emotional Empathy as a Mechanism of Synchronisation in Child-Robot Interaction

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FRONTIERS IN PSYCHOLOGY (2018)

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The effects of different, discrete positive emotions on electronic word-of-mouth

Felix Septianto et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2018)

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Article Psychology, Multidisciplinary

Universality Reconsidered: Diversity in Making Meaning of Facial Expressions

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CURRENT DIRECTIONS IN PSYCHOLOGICAL SCIENCE (2018)

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Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective

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TOURISM MANAGEMENT (2018)

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Examining the impact of QR codes on purchase intention and customer satisfaction on the basis of perceived flow

Md Shamim Hossain et al.

INTERNATIONAL JOURNAL OF ENGINEERING BUSINESS MANAGEMENT (2018)

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A model for sentiment and emotion analysis of unstructured social media text

Jitendra Kumar Rout et al.

ELECTRONIC COMMERCE RESEARCH (2018)

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Is culture of origin associated with more expressions? An analysis of Yelp reviews on Japanese restaurants

Makoto Nakayama et al.

TOURISM MANAGEMENT (2018)

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Article Psychology, Multidisciplinary

The role of emotion regulation in situational empathy-related responding and prosocial behaviour in the presence of negative affect

Sascha Hein et al.

INTERNATIONAL JOURNAL OF PSYCHOLOGY (2018)

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Influence of empathy on hotel guests' emotional service experience

Hamsanandini Umasuthan et al.

JOURNAL OF SERVICES MARKETING (2017)

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Is peer evaluation of consumer online reviews socially embedded? - An examination combining reviewer's social network and social identity

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Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis

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JOURNAL OF RETAILING (2017)

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How Do Expressed Emotions Affect the Helpfulness of a Product Review? Evidence from Reviews Using Latent Semantic Analysis

Shimi Naurin Ahmad et al.

INTERNATIONAL JOURNAL OF ELECTRONIC COMMERCE (2016)

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Review Psychology, Multidisciplinary

Empathy: A Review of the Concept

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Positive Empathy and Prosocial Behavior: A Neglected Link

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An Appraisal Theory of Empathy and Other Vicarious Emotional Experiences

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Fine-Grained Opinion Mining by Integrating Multiple Review Sources

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Detection of potential customers' empathy behavior towards customers' reviews

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