Making sense of online consumer reviews: a methodology

Online consumer reviews have become an increasingly important source of information for both consumers (i.e.

Making sense of online consumer reviews: a methodology

Karen Robson

Simon Fraser University

Mana Farshid

Lulea University of Technology

John Bredican and Stephen Humphrey

Royal Institute of Technology, KTH

Introduction

As our world becomes increasingly digital, it is no surprise that the internet has become an increasingly popular place for consumers to share their reviews about products. Over the past decade, numerous online forums for eliciting and aggregating customer evaluations have sprouted – Yelp.com and Epinions.com, for example, are entirely dedicated to organising user reviews and recommendations of restaurants, doctors, cars, and a wide range of other products...

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