The Language of Apologies in Responses to Customer Reviews
We use natural language processing to examine the linguistic features of apologies in manager responses to online customer reviews. We ask what features are essential for a response to be perceived as an apology by third-party observers. Further, we examine the relationship between apologies and customer satisfaction with the response.
Citation:
Shereen Chaudhry and Akshina Banerjee (2021) ,"The Language of Apologies in Responses to Customer 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: 929-929.
Authors
Shereen Chaudhry, University of Chicago
Akshina Banerjee, University of Chicago
Volume
NA - Advances in Consumer Research Volume 49 | 2021
Share Proceeding
Featured papers
See MoreFeatured
N12. Untangling Different Envy Episodes and their Effects on Brand Attitude
Kirla C Ferreira, EAESP-FGV, Brazil & City University of London, UK
Delane Botelho, EAESP-FGV
Suzana Valente Battistella-Lima, EAESP-FGV
Featured
Consumers’ Attribution of Mind to Possessions as an Impediment to Sharing
*Chi Hoang, Norwegian School of Management, Norway
Klemens Knoferle, Norwegian School of Management, Norway
Luk Warlop, Norwegian School of Management, Norway
aradhna krishna, University of Michigan, USA
Featured
The Impact of Price and Size Comparisons on Consumer Perception and Choice
Jun Yao, Macquarie University, Australia
Harmen Oppewal, Monash University, Australia
Yongfu He, Monash University, Australia