Identifying and Managing Ruminative Expressions in Negative Reviews

We use text mining techniques to detect expressions of rumination—repeated negative thoughts—in online reviews. Using topic modeling and sentiment analysis, we demonstrate that three independent dimensions of rumination have separate negative impacts on sales. Management responses expressing empathy and offering compensation decrease these negative impacts.


Hai-Anh Tran, Yuliya Strizhakova, Samuel Johnson, and Lanh Nguyen (2021) ,"Identifying and Managing Ruminative Expressions in Negative Reviews", in NA - Advances in Consumer Research Volume 49, eds. Tonya Williams Bradford, Anat Keinan, and Matthew Matthew Thomson, Duluth, MN : Association for Consumer Research, Pages: 915-915.


Hai-Anh Tran, Aston University
Yuliya Strizhakova, Rutgers University–Camden
Samuel Johnson, University of Warwick
Lanh Nguyen, Illinois Institute of Technology


NA - Advances in Consumer Research Volume 49 | 2021

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