When crowding-in and when crowding-out? The boundary conditions on the relationship between negative online reviews and online sales

被引：5

作者：

Shen, Ao ^{[1
]}

Wang, Peng ^{[2
]}

Ma, Yongyuan ^{[3
]}

机构：

[1] Xi An Jiao Tong Univ, Sch Management, Xian, Peoples R China

[2] BNU HKBU United Int Coll, Div Business & Management, Zhuhai, Peoples R China

[3] Nanjing Univ Aeronaut & Astronaut, Coll Econ & Management, Nanjing, Peoples R China

来源：

MANAGERIAL AND DECISION ECONOMICS | 2022年 / 43卷 / 06期

关键词：

WORD-OF-MOUTH; CUSTOMER REVIEWS; INTRINSIC MOTIVATION; PURCHASE INTENTION; RESPONSES; CONSUMERS; IMPACT; BRAND; TRUST; STRATEGIES;

D O I：

10.1002/mde.3505

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Drawing on the motivation crowding theory, we propose a novel framework concerning the moderating effects of customer-initiated reviews and merchant-initiated replies on the relationship between negative online reviews and online sales performance. Using 14,096 online reviews collected from , we found that the detrimental effect of negative online reviews will be mitigated with a greater level of customer-initiated reviews and a medium level of merchant-initiated replies. This study enhances the current understanding of the dyadic interaction between online customers and offline merchants, thereby suggesting the crowding-in and crowding-out effects of the merchant online replies toward negative online reviews.

引用

页码：2016 / 2032

页数：17

共 18 条

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