{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,12]],"date-time":"2026-05-12T15:48:53Z","timestamp":1778600933935,"version":"3.51.4"},"reference-count":70,"publisher":"Springer Science and Business Media LLC","issue":"2","license":[{"start":{"date-parts":[[2024,4,13]],"date-time":"2024-04-13T00:00:00Z","timestamp":1712966400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2024,4,13]],"date-time":"2024-04-13T00:00:00Z","timestamp":1712966400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Electron Commer Res"],"published-print":{"date-parts":[[2024,6]]},"DOI":"10.1007\/s10660-024-09842-5","type":"journal-article","created":{"date-parts":[[2024,4,13]],"date-time":"2024-04-13T08:01:50Z","timestamp":1712995310000},"page":"863-900","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":9,"title":["Examining how online store managers\u2019 responses to negative reviews affect potential shoppers"],"prefix":"10.1007","volume":"24","author":[{"given":"Eugene","family":"Kim","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Choong C.","family":"Lee","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9558-4114","authenticated-orcid":false,"given":"Jaeyoung","family":"An","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2024,4,13]]},"reference":[{"key":"9842_CR1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-72660-7_32","volume-title":"The digital transformation of the grocery business\u2014driven by consumers, powered by technology, and accelerated by the COVID-19 pandemic","author":"HR Abbu","year":"2021","unstructured":"Abbu, H. R., Fleischmann, D., & Gopalakrishna, P. (2021). The digital transformation of the grocery business\u2014driven by consumers, powered by technology, and accelerated by the COVID-19 pandemic. Springer International Publishing."},{"key":"9842_CR2","unstructured":"Albuquerque, P., & Varga, M. (2023). How negative reviews affect online consumers. Retrieved November 11, 2023 from https:\/\/knowledge.insead.edu\/marketing\/how-negative-reviews-affect-online-consumers."},{"key":"9842_CR3","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2023.114138","volume":"166","author":"F Ali","year":"2023","unstructured":"Ali, F., El-Manstrly, D., & Abbasi, G. A. (2023). Would you forgive me? From perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives. Journal of Business Research, 166, 114138. https:\/\/doi.org\/10.1016\/j.jbusres.2023.114138","journal-title":"Journal of Business Research"},{"key":"9842_CR4","unstructured":"Anderson, C. K. & Han, S. (2016). Hotel performance impact of socially engaging with consumers. In Cornell hospitality report (p. 1\u201311)."},{"key":"9842_CR5","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2021.102798","volume":"64","author":"K Anshu","year":"2022","unstructured":"Anshu, K., Gaur, L., & Singh, G. (2022). Impact of customer experience on attitude and repurchase intention in online grocery retailing: A moderation mechanism of value Co-creation. Journal of Retailing and Consumer Services, 64, 102798. https:\/\/doi.org\/10.1016\/j.jretconser.2021.102798","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"2","key":"9842_CR6","doi-asserted-by":"publisher","first-page":"166","DOI":"10.1177\/109467050032005","volume":"3","author":"HS Bansal","year":"2000","unstructured":"Bansal, H. S., & Voyer, P. A. (2000). Word-of-mouth processes within a services purchase decision context. Journal of service research, 3(2), 166\u2013177. https:\/\/doi.org\/10.1177\/109467050032005","journal-title":"Journal of service research"},{"issue":"10","key":"9842_CR7","first-page":"32","volume":"76","author":"CR Bell","year":"1987","unstructured":"Bell, C. R., & Zemke, R. E. (1987). Service breakdown: The road to recovery. Management Review, 76(10), 32\u201335.","journal-title":"Management Review"},{"issue":"2","key":"9842_CR8","doi-asserted-by":"publisher","first-page":"185","DOI":"10.1016\/S0022-4359(97)90003-8","volume":"73","author":"JG Blodgett","year":"1997","unstructured":"Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185\u2013210. https:\/\/doi.org\/10.1016\/S0022-4359(97)90003-8","journal-title":"Journal of Retailing"},{"issue":"4","key":"9842_CR9","doi-asserted-by":"publisher","first-page":"2051","DOI":"10.1007\/s10660-022-09658-1","volume":"23","author":"P Br\u00fcggemann","year":"2023","unstructured":"Br\u00fcggemann, P., & Olbrich, R. (2023). The impact of COVID-19 pandemic restrictions on offline and online grocery shopping: New normal or old habits? Electronic Commerce Research, 23(4), 2051\u20132072.","journal-title":"Electronic Commerce Research"},{"key":"9842_CR10","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-031-06581-1_5","volume-title":"Consumers\u2019 attitudes and purchases in online versus offline grocery shopping","author":"P Br\u00fcggemann","year":"2022","unstructured":"Br\u00fcggemann, P., & Pauwels, K. (2022). Consumers\u2019 attitudes and purchases in online versus offline grocery shopping. Springer International Publishing."},{"key":"9842_CR11","unstructured":"Carter, R. (2022). The ultimate list of online review statistics for 2023. Retrieved February 20, 2022, from https:\/\/findstack.com\/resources\/online-review-statistics\/."},{"issue":"1","key":"9842_CR12","doi-asserted-by":"publisher","first-page":"81","DOI":"10.1287\/isre.2018.0781","volume":"30","author":"W Chen","year":"2019","unstructured":"Chen, W., Gu, B., Ye, Q., & Zhu, K. X. (2019). Measuring and managing the externality of managerial responses to online customer reviews. Information Systems Research, 30(1), 81\u201396. https:\/\/doi.org\/10.1287\/isre.2018.0781","journal-title":"Information Systems Research"},{"issue":"1","key":"9842_CR13","doi-asserted-by":"publisher","first-page":"218","DOI":"10.1016\/j.dss.2012.01.015","volume":"53","author":"CM Cheung","year":"2012","unstructured":"Cheung, C. M., & Lee, M. K. (2012). What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decision Support Systems, 53(1), 218\u2013225. https:\/\/doi.org\/10.1016\/j.dss.2012.01.015","journal-title":"Decision Support Systems"},{"issue":"3","key":"9842_CR14","doi-asserted-by":"publisher","first-page":"425","DOI":"10.1037\/0021-9010.86.3.425","volume":"86","author":"JA Colquitt","year":"2001","unstructured":"Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O., & Ng, K. Y. (2001). Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. Journal of Applied Psychology, 86(3), 425\u2013445. https:\/\/doi.org\/10.1037\/0021-9010.86.3.425","journal-title":"Journal of Applied Psychology"},{"issue":"2018","key":"9842_CR15","doi-asserted-by":"publisher","first-page":"37","DOI":"10.1016\/j.elerap.2018.11.001","volume":"32","author":"Y Cui","year":"2018","unstructured":"Cui, Y., Zhang, X., Peng, X., & Chu, J. (2018). How to use apology and compensation to repair competence-versus integrity-based trust violations in e-commerce. Electronic Commerce Research and Applications, 32(2018), 37\u201348. https:\/\/doi.org\/10.1016\/j.elerap.2018.11.001","journal-title":"Electronic Commerce Research and Applications"},{"issue":"2019","key":"9842_CR16","doi-asserted-by":"publisher","DOI":"10.1016\/j.dss.2019.113130","volume":"125","author":"S Das","year":"2019","unstructured":"Das, S., Mishra, A., & Cyr, D. (2019). Opportunity gone in a flash: Measurement of e-commerce service failure and justice with recovery as a source of e-loyalty. Decision Support Systems, 125(2019), 113130. https:\/\/doi.org\/10.1016\/j.dss.2019.113130","journal-title":"Decision Support Systems"},{"issue":"2","key":"9842_CR17","doi-asserted-by":"publisher","first-page":"75","DOI":"10.1016\/j.obhdp.2010.10.006","volume":"114","author":"PT Desmet","year":"2011","unstructured":"Desmet, P. T., De Cremer, D., & van Dijk, E. (2011). In money we trust? The use of financial compensations to repair trust in the aftermath of distributive harm. Organizational Behavior and Human Decision Processes, 114(2), 75\u201386.","journal-title":"Organizational Behavior and Human Decision Processes"},{"key":"9842_CR18","unstructured":"Elad, B. (2023). Yelp statistics by business category, star rating distribution, visitors, platform, country, consumers. https:\/\/www.enterpriseappstoday.com\/stats\/yelp-statistics.html."},{"key":"9842_CR19","first-page":"79","volume-title":"Justice in the workplace: Approaching fairness in human resource management","author":"J Greenberg","year":"1993","unstructured":"Greenberg, J., & Cropanzano, R. (1993). The social side of fairness: Interpersonal and informational classes of organizational justice. In N. J. Hillsdale (Ed.), Justice in the workplace: Approaching fairness in human resource management (pp. 79\u2013103). Lawrence Erlbaum Associates."},{"key":"9842_CR20","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2022.103208","volume":"103","author":"X Guo","year":"2022","unstructured":"Guo, X., Ye, Q., Law, R., Liang, S., & Zhang, Y. (2022). Power of apologetic responses in online travel community. International Journal of Hospitality Management, 103, 103208.","journal-title":"International Journal of Hospitality Management"},{"issue":"3","key":"9842_CR21","doi-asserted-by":"publisher","first-page":"2772","DOI":"10.1016\/j.rmal.2022.100027","volume":"1","author":"J Hair","year":"2022","unstructured":"Hair, J., & Alamer, A. (2022). Partial Least Squares Structural Equation Modeling (PLS-SEM) in second language and education research: Guidelines using an applied example. Research Methods in Applied Linguistics, 1(3), 2772\u20137661. https:\/\/doi.org\/10.1016\/j.rmal.2022.100027","journal-title":"Research Methods in Applied Linguistics"},{"issue":"1","key":"9842_CR22","doi-asserted-by":"publisher","first-page":"299","DOI":"10.25300\/MISQ\/2022\/14740","volume":"46","author":"H Hoehle","year":"2022","unstructured":"Hoehle, H., Venkatesh, V., Brown, S. A., Tepper, B. J., & Kude, T. (2022). Impact of customer compensation strategies on outcomes and the mediating role of justice perceptions: A longitudinal study of target\u2019s data breach. MIS Quarterly, 46(1), 299\u2013340. https:\/\/doi.org\/10.25300\/MISQ\/2022\/14740","journal-title":"MIS Quarterly"},{"issue":"3\/4","key":"9842_CR23","doi-asserted-by":"publisher","first-page":"418","DOI":"10.1108\/03090560010311939","volume":"34","author":"KD Hoffman","year":"2000","unstructured":"Hoffman, K. D., & Kelley, S. W. (2000). Perceived justice needs and recovery evaluation: A contingency approach. European Journal of Marketing, 34(3\/4), 418\u2013433. https:\/\/doi.org\/10.1108\/03090560010311939","journal-title":"European Journal of Marketing"},{"issue":"7","key":"9842_CR24","doi-asserted-by":"publisher","first-page":"1891","DOI":"10.1177\/0149206312471392","volume":"39","author":"BC Holtz","year":"2013","unstructured":"Holtz, B. C. (2013). Trust primacy: A model of the reciprocal relations between trust and perceived justice. Journal of Management, 39(7), 1891\u20131923. https:\/\/doi.org\/10.1177\/0149206312471392","journal-title":"Journal of Management"},{"key":"9842_CR25","doi-asserted-by":"publisher","DOI":"10.1111\/j.1083-6101.1999.tb00337.x","author":"SL Jarvenpaa","year":"1999","unstructured":"Jarvenpaa, S. L., Tractinsky, N., & Saarinen, L. (1999). Consumer trust in an Internet store: A cross-cultural validation. Journal of Computer-Mediated Communication. https:\/\/doi.org\/10.1111\/j.1083-6101.1999.tb00337.x","journal-title":"Journal of Computer-Mediated Communication"},{"issue":"4","key":"9842_CR26","doi-asserted-by":"publisher","first-page":"27","DOI":"10.15706\/jksms.2017.18.4.002","volume":"18","author":"YG Jeong","year":"2017","unstructured":"Jeong, Y. G. (2017). Fairness and customer responses in the process of service recovery. Journal of Korea Service Management Society, 18(4), 27\u201355. https:\/\/doi.org\/10.15706\/jksms.2017.18.4.002","journal-title":"Journal of Korea Service Management Society"},{"issue":"1","key":"9842_CR27","first-page":"147","volume":"8","author":"H Kim","year":"2010","unstructured":"Kim, H. (2010). A study on the effects of the customer\u2019s trust after service failure and recovery efforts. Logos Management Review, 8(1), 147\u2013174.","journal-title":"Logos Management Review"},{"issue":"7","key":"9842_CR28","doi-asserted-by":"publisher","first-page":"2672","DOI":"10.3390\/jtaer16070147","volume":"16","author":"H Kim","year":"2021","unstructured":"Kim, H. (2021). Use of mobile grocery shopping application: Motivation and decision-making process among South Korean consumers. Journal of Theoretical and Applied Electronic Commerce Research, 16(7), 2672\u20132693.","journal-title":"Journal of Theoretical and Applied Electronic Commerce Research"},{"issue":"2014","key":"9842_CR29","doi-asserted-by":"publisher","first-page":"125","DOI":"10.1016\/j.ijhm.2014.05.004","volume":"41","author":"J-H Kim","year":"2014","unstructured":"Kim, J.-H., & Jang, S. S. (2014). A scenario-based experiment and a field study: A comparative examination for service failure and recovery. International Journal of Hospitality Management, 41(2014), 125\u2013132. https:\/\/doi.org\/10.1016\/j.ijhm.2014.05.004","journal-title":"International Journal of Hospitality Management"},{"issue":"3","key":"9842_CR30","first-page":"201","volume":"21","author":"JH Kim","year":"2021","unstructured":"Kim, J. H., & Kim, S. H. (2021). Effect of service failure type on service failure severity: moderating effect of relationship quality and loyalty. Korean Management Consulting Review, 21(3), 201\u2013211.","journal-title":"Korean Management Consulting Review"},{"issue":"1","key":"9842_CR31","first-page":"1","volume":"43","author":"SH Kim","year":"2014","unstructured":"Kim, S. H. (2014). Is service recovery made with customers\u2019 head? with the heart. A comparison of relative influence between justice vs authenticity. Korean management review, 43(1), 1\u201339.","journal-title":"Korean management review"},{"key":"9842_CR32","unstructured":"Kim, Y. H., Cho, J. H., Jang, S. W., Kim, H. R. & Yoon, Y. H. (2022). A systematic literature review on the determinants of online customer review effect. In Korea food marketing association 2022 summer conference. Yangyang-gun, Gangwon-do: Korean Food Marketing Association."},{"issue":"2","key":"9842_CR33","first-page":"1501","volume":"9","author":"A Kumar","year":"2020","unstructured":"Kumar, A., & Kaur, A. (2020). Complaint management-review and additional insights. International Journal of Scientific and Technology Research, 9(2), 1501\u20131509.","journal-title":"International Journal of Scientific and Technology Research"},{"issue":"3","key":"9842_CR34","doi-asserted-by":"publisher","first-page":"341","DOI":"10.1016\/j.elerap.2007.05.004","volume":"7","author":"J Lee","year":"2008","unstructured":"Lee, J., Park, D. H., & Han, I. (2008). The effect of negative online consumer reviews on product attitude: An information processing view. Electronic Commerce Research and Applications, 7(3), 341\u2013352. https:\/\/doi.org\/10.1016\/j.elerap.2007.05.004","journal-title":"Electronic Commerce Research and Applications"},{"issue":"1","key":"9842_CR35","doi-asserted-by":"publisher","first-page":"37","DOI":"10.1108\/02652320110366481","volume":"19","author":"BR Lewis","year":"2001","unstructured":"Lewis, B. R., & Spyrakopoulos, S. (2001). Service failures and recovery in retail banking: The customers\u2019 perspective. International Journal of Bank Marketing, 19(1), 37\u201348. https:\/\/doi.org\/10.1108\/02652320110366481","journal-title":"International Journal of Bank Marketing"},{"issue":"4","key":"9842_CR36","doi-asserted-by":"publisher","first-page":"101","DOI":"10.2753\/JEC1086-4415170404","volume":"17","author":"M Li","year":"2013","unstructured":"Li, M., Huang, L., Tan, C.-H., & Wei, K.-K. (2013). Helpfulness of online product reviews as seen by consumers: Source and content features. International Journal of Electronic Commerce, 17(4), 101\u2013136. https:\/\/doi.org\/10.2753\/JEC1086-4415170404","journal-title":"International Journal of Electronic Commerce"},{"issue":"2","key":"9842_CR37","doi-asserted-by":"publisher","first-page":"475","DOI":"10.1037\/0021-9010.92.2.475","volume":"92","author":"H Liao","year":"2007","unstructured":"Liao, H. (2007). Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of Applied Psychology, 92(2), 475\u2013489. https:\/\/doi.org\/10.1037\/0021-9010.92.2.475","journal-title":"Journal of Applied Psychology"},{"issue":"5","key":"9842_CR38","doi-asserted-by":"publisher","first-page":"511","DOI":"10.1108\/09604521111159807","volume":"21","author":"HH Lin","year":"2011","unstructured":"Lin, H. H., Wang, Y. S., & Chang, L. K. (2011). Consumer responses to online retailer\u2019s service recovery after a service failure: A perspective of justice theory. Managing Service Quality: An International Journal, 21(5), 511\u2013534. https:\/\/doi.org\/10.1108\/09604521111159807","journal-title":"Managing Service Quality: An International Journal"},{"issue":"1","key":"9842_CR39","doi-asserted-by":"publisher","first-page":"203","DOI":"10.1287\/isre.2021.1045","volume":"33","author":"B Liu","year":"2022","unstructured":"Liu, B., Pavlou, P. A., & Cheng, X. (2022). Achieving a balance between privacy protection and data collection: A field experimental examination of a theory-driven information technology solution. Information Systems Research, 33(1), 203\u2013223. https:\/\/doi.org\/10.1287\/isre.2021.1045","journal-title":"Information Systems Research"},{"issue":"6","key":"9842_CR40","doi-asserted-by":"publisher","first-page":"918","DOI":"10.1177\/0022243719866690","volume":"56","author":"X Liu","year":"2019","unstructured":"Liu, X., Lee, D., & Srinivasan, K. (2019). Large-scale cross-category analysis of consumer review content on sales conversion leveraging deep learning. Journal of Marketing Research, 56(6), 918\u2013943. https:\/\/doi.org\/10.1177\/0022243719866690","journal-title":"Journal of Marketing Research"},{"key":"9842_CR41","doi-asserted-by":"publisher","unstructured":"Luca, M. (2016). Reviews, reputation, and revenue: The case of Yelp. com. In Harvard Business School NOM Unit Working Paper, (12\u2013016) (pp. 1\u201341). https:\/\/doi.org\/10.2139\/ssrn.1928601.","DOI":"10.2139\/ssrn.1928601"},{"issue":"6","key":"9842_CR42","doi-asserted-by":"publisher","first-page":"1951","DOI":"10.1108\/BIJ-07-2019-0323","volume":"27","author":"S Mathew","year":"2020","unstructured":"Mathew, S., Jose, A., & Chacko, D. P. (2020). Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context. Benchmarking: An International Journal, 27(6), 1951\u20131980. https:\/\/doi.org\/10.1108\/BIJ-07-2019-0323","journal-title":"Benchmarking: An International Journal"},{"issue":"7","key":"9842_CR43","doi-asserted-by":"publisher","first-page":"583","DOI":"10.1108\/08876040110407509","volume":"15","author":"AS Mattila","year":"2001","unstructured":"Mattila, A. S. (2001). The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, 15(7), 583\u2013596. https:\/\/doi.org\/10.1108\/08876040110407509","journal-title":"Journal of Services Marketing"},{"issue":"4","key":"9842_CR44","doi-asserted-by":"publisher","first-page":"239","DOI":"10.1016\/S0022-4359(02)00100-8","volume":"78","author":"JG Maxham III","year":"2002","unstructured":"Maxham, J. G., III., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239\u2013252. https:\/\/doi.org\/10.1016\/S0022-4359(02)00100-8","journal-title":"Journal of Retailing"},{"key":"9842_CR45","unstructured":"Mohammad, Y. (2023). US online grocery shopping statistics and trends (New Data 2023). https:\/\/www.onlinedasher.com\/grocery-shopping-statistics\/."},{"key":"9842_CR46","doi-asserted-by":"publisher","DOI":"10.2307\/20721420","author":"SM Mudambi","year":"2010","unstructured":"Mudambi, S. M., & Schuff, D. (2010). Research note: What makes a helpful online review? A study of customer reviews on Amazon. com. MIS Quarterly. https:\/\/doi.org\/10.2307\/20721420","journal-title":"MIS Quarterly"},{"issue":"3","key":"9842_CR47","doi-asserted-by":"publisher","first-page":"213","DOI":"10.1177\/1094670504271156","volume":"7","author":"A Parasuraman","year":"2005","unstructured":"Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213\u2013233. https:\/\/doi.org\/10.1177\/1094670504271156","journal-title":"Journal of Service Research"},{"key":"9842_CR48","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.jretconser.2015.11.002","volume":"29","author":"D Plotkina","year":"2016","unstructured":"Plotkina, D., & Munzel, A. (2016). Delight the experts, but never dissatisfy your customers! A multi-category study on the effects of online review source on intention to buy a new product. Journal of Retailing and Consumer Services, 29, 1\u201311. https:\/\/doi.org\/10.1016\/j.jretconser.2015.11.002","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"7","key":"9842_CR49","doi-asserted-by":"publisher","first-page":"510","DOI":"10.1108\/08876041211266477","volume":"26","author":"K Prasongsukarn","year":"2012","unstructured":"Prasongsukarn, K., & Patterson, P. G. (2012). An extended service recovery model: The moderating impact of temporal sequence of events. Journal of Services Marketing, 26(7), 510\u2013520. https:\/\/doi.org\/10.1108\/08876041211266477","journal-title":"Journal of Services Marketing"},{"issue":"6","key":"9842_CR50","doi-asserted-by":"publisher","first-page":"548","DOI":"10.1016\/j.elerap.2012.06.003","volume":"11","author":"P Racherla","year":"2012","unstructured":"Racherla, P., & Friske, W. (2012). Perceived \u2018usefulness\u2019 of online consumer reviews: An exploratory investigation across three services categories. Electronic Commerce Research and Applications, 11(6), 548\u2013559. https:\/\/doi.org\/10.1016\/j.elerap.2012.06.003","journal-title":"Electronic Commerce Research and Applications"},{"issue":"8","key":"9842_CR51","doi-asserted-by":"publisher","first-page":"775","DOI":"10.1016\/j.jbusres.2008.09.015","volume":"62","author":"ABD R\u00edo-Lanza","year":"2009","unstructured":"R\u00edo-Lanza, A. B. D., V\u00e1zquez-Casielles, R., & D\u00edaz-Mart\u00edn, A. M. (2009). Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, 62(8), 775\u2013781. https:\/\/doi.org\/10.1016\/j.jbusres.2008.09.015","journal-title":"Journal of Business Research"},{"issue":"4","key":"9842_CR52","doi-asserted-by":"publisher","first-page":"396","DOI":"10.1177\/1938965516632610","volume":"57","author":"M Rose","year":"2016","unstructured":"Rose, M., & Blodgett, J. G. (2016). Should hotels respond to negative online reviews? Cornell Hospitality Quarterly, 57(4), 396\u2013410. https:\/\/doi.org\/10.1177\/1938965516632610","journal-title":"Cornell Hospitality Quarterly"},{"issue":"5","key":"9842_CR53","doi-asserted-by":"publisher","first-page":"261","DOI":"10.1108\/08876040510609880","volume":"19","author":"K Schoefer","year":"2005","unstructured":"Schoefer, K., & Ennew, C. (2005). The impact of perceived justice on consumers\u2019 emotional responses to service complaint experiences. Journal of Services Marketing, 19(5), 261\u2013270. https:\/\/doi.org\/10.1108\/08876040510609880","journal-title":"Journal of Services Marketing"},{"key":"9842_CR54","doi-asserted-by":"publisher","DOI":"10.1007\/s10660-023-09761-x","author":"A Shroff","year":"2023","unstructured":"Shroff, A., Kumar, S., Martinez, L. M., & Pandey, N. (2023). From clicks to consequences: A multi-method review of online grocery shopping. Electronic Commerce Research. https:\/\/doi.org\/10.1007\/s10660-023-09761-x","journal-title":"Electronic Commerce Research"},{"issue":"3","key":"9842_CR55","doi-asserted-by":"publisher","first-page":"356","DOI":"10.1177\/002224379903600305","volume":"36","author":"AK Smith","year":"1999","unstructured":"Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356\u2013372. https:\/\/doi.org\/10.1177\/002224379903600305","journal-title":"Journal of Marketing Research"},{"issue":"2","key":"9842_CR56","doi-asserted-by":"publisher","first-page":"1","DOI":"10.14329\/isr.2022.24.3.001","volume":"24","author":"M Song","year":"2022","unstructured":"Song, M., Seo, H., & Gunwoong, L. (2022). The impact of managerial response to negative customer reviews on the success of accommodation services: Evidence from online accommodation reservation platforms. Information Systems Review, 24(2), 1\u201321. https:\/\/doi.org\/10.14329\/isr.2022.24.3.001","journal-title":"Information Systems Review"},{"key":"9842_CR57","unstructured":"Song, S. D., Kim, Y. H., Chung, D. K. & Hong, S. (2021). Early morning delivery or delayed delivery, there is no self-compensation standard and insufficient display of expiration date: Consumer satisfaction is high in the order of Coupang, SSG, and Market Kurly. Korea Consumer Agency."},{"key":"9842_CR58","doi-asserted-by":"publisher","first-page":"74","DOI":"10.1016\/j.tourman.2015.09.011","volume":"53","author":"BA Sparks","year":"2016","unstructured":"Sparks, B. A., So, K. K. F., & Bradley, G. L. (2016). Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern. Tourism Management, 53, 74\u201385. https:\/\/doi.org\/10.1016\/j.tourman.2015.09.011","journal-title":"Tourism Management"},{"issue":"2","key":"9842_CR59","doi-asserted-by":"publisher","first-page":"429","DOI":"10.1037\/a0013804","volume":"94","author":"S Spencer","year":"2009","unstructured":"Spencer, S., & Rupp, D. E. (2009). Angry, guilty, and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms. Journal of Applied Psychology, 94(2), 429\u2013444. https:\/\/doi.org\/10.1037\/a0013804","journal-title":"Journal of Applied Psychology"},{"issue":"2","key":"9842_CR60","doi-asserted-by":"publisher","first-page":"60","DOI":"10.1177\/002224299806200205","volume":"62","author":"SS Tax","year":"1998","unstructured":"Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60\u201376. https:\/\/doi.org\/10.1177\/002224299806200205","journal-title":"Journal of Marketing"},{"issue":"1","key":"9842_CR61","first-page":"1","volume":"20","author":"M-J Thomas","year":"2019","unstructured":"Thomas, M.-J., Wirtz, B. W., & Weyerer, J. C. (2019). Determinants of online review credibility and its impact on consumers\u2019purchase intention. Journal of Electronic Commerce Research, 20(1), 1\u201320.","journal-title":"Journal of Electronic Commerce Research"},{"issue":"2","key":"9842_CR62","doi-asserted-by":"publisher","first-page":"151","DOI":"10.1037\/h0033967","volume":"25","author":"E Walster","year":"1973","unstructured":"Walster, E., Berscheid, E., & Walster, G. W. (1973). New directions in equity research. Journal of Personality and Social Psychology, 25(2), 151\u2013176. https:\/\/doi.org\/10.1037\/h0033967","journal-title":"Journal of Personality and Social Psychology"},{"issue":"1","key":"9842_CR63","doi-asserted-by":"publisher","first-page":"37","DOI":"10.1007\/s10799-022-00367-7","volume":"24","author":"Y Wan","year":"2023","unstructured":"Wan, Y., Zhang, Y., Wang, F., & Yuan, Y. (2023). Retailer response to negative online consumer reviews: How can damaged trust be effectively repaired? Information Technology and Management, 24(1), 37\u201353.","journal-title":"Information Technology and Management"},{"issue":"2","key":"9842_CR64","doi-asserted-by":"publisher","first-page":"163","DOI":"10.1509\/jmr.15.0511","volume":"55","author":"Y Wang","year":"2018","unstructured":"Wang, Y., & Chaudhry, A. (2018). When and how managers\u2019 responses to online reviews affect subsequent reviews. Journal of Marketing Research, 55(2), 163\u2013177. https:\/\/doi.org\/10.1509\/jmr.15.0511","journal-title":"Journal of Marketing Research"},{"issue":"2","key":"9842_CR65","doi-asserted-by":"publisher","first-page":"539","DOI":"10.25300\/MISQ\/2014\/38.2.10","volume":"38","author":"D Yin","year":"2014","unstructured":"Yin, D., Bond, S. D., & Zhang, H. (2014). Anxious or angry? Effects of discrete emotions on the perceived helpfulness of online reviews. MIS Quarterly, 38(2), 539\u2013560.","journal-title":"MIS Quarterly"},{"issue":"1","key":"9842_CR66","doi-asserted-by":"publisher","first-page":"131","DOI":"10.1287\/isre.2015.0617","volume":"27","author":"D Yin","year":"2016","unstructured":"Yin, D., Mitra, S., & Zhang, H. (2016). Research note\u2014When do consumers value positive vs. negative reviews? An empirical investigation of confirmation bias in online word of mouth. Information Systems Research, 27(1), 131\u2013144. https:\/\/doi.org\/10.1287\/isre.2015.0617","journal-title":"Information Systems Research"},{"key":"9842_CR67","doi-asserted-by":"publisher","first-page":"226","DOI":"10.1016\/j.jbusres.2021.06.038","volume":"135","author":"L Zheng","year":"2021","unstructured":"Zheng, L. (2021). The classification of online consumer reviews: A systematic literature review and integrative framework. Journal of Business Research, 135, 226\u2013251. https:\/\/doi.org\/10.1016\/j.jbusres.2021.06.038","journal-title":"Journal of Business Research"},{"issue":"2","key":"9842_CR68","doi-asserted-by":"publisher","first-page":"133","DOI":"10.1509\/jm.74.2.133","volume":"74","author":"F Zhu","year":"2010","unstructured":"Zhu, F., & Zhang, X. (2010). Impact of online consumer reviews on sales: The moderating role of product and consumer characteristics. Journal of Marketing, 74(2), 133\u2013148. https:\/\/doi.org\/10.1509\/jm.74.2.133","journal-title":"Journal of Marketing"},{"issue":"4","key":"9842_CR69","doi-asserted-by":"publisher","first-page":"463","DOI":"10.1108\/AJIM-11-2019-0308","volume":"72","author":"L Zhu","year":"2020","unstructured":"Zhu, L., Li, H., Wang, F.-K., He, W., & Tian, Z. (2020). How online reviews affect purchase intention: A new model based on the stimulus-organism-response (SOR) framework. Aslib Journal of Information Management, 72(4), 463\u2013488. https:\/\/doi.org\/10.1108\/AJIM-11-2019-0308","journal-title":"Aslib Journal of Information Management"},{"issue":"1","key":"9842_CR70","doi-asserted-by":"publisher","first-page":"85","DOI":"10.1080\/0144929X.2016.1196503","volume":"36","author":"M Ziaullah","year":"2017","unstructured":"Ziaullah, M., Feng, Y., & Akhter, S. N. (2017). How does justice matter in online retailers\u2019 reputation and purchase intentions: An empirical study of China. Behaviour and Information Technology, 36(1), 85\u201394. https:\/\/doi.org\/10.1080\/0144929X.2016.1196503","journal-title":"Behaviour and Information Technology"}],"container-title":["Electronic Commerce Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10660-024-09842-5.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s10660-024-09842-5\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10660-024-09842-5.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,7,22]],"date-time":"2024-07-22T14:48:25Z","timestamp":1721659705000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s10660-024-09842-5"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2024,4,13]]},"references-count":70,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2024,6]]}},"alternative-id":["9842"],"URL":"https:\/\/doi.org\/10.1007\/s10660-024-09842-5","relation":{},"ISSN":["1389-5753","1572-9362"],"issn-type":[{"value":"1389-5753","type":"print"},{"value":"1572-9362","type":"electronic"}],"subject":[],"published":{"date-parts":[[2024,4,13]]},"assertion":[{"value":"22 March 2024","order":1,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"13 April 2024","order":2,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}}]}}