Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews
通过文本挖掘和共引分析，系统梳理了负面在线评论的研究脉络，构建了一个整合顾客与企业的概念框架，为未来研究指明方向。
Negative online reviews can drastically influence consumer behavior. Recent attention on the subject demonstrates its importance in the consumer and marketing literature. Even so, no study quantitatively investigates the corpus of the literature. Thus, this study quantitatively and systematically investigates the foundational research streams of negative online reviews. The study employs an integration of text mining and co-citation analysis, recognizing that firms’ responses to negative online reviews cannot be analyzed without understanding the role of customers. Accordingly, this study generates insight into customers and firms in each negative online review stage, furnishing a conceptual framework that synthesizes the previous literature and highlights the most important research gaps requiring attention. Ultimately, the conceptual framework can guide future researchers in unfolding new and novel directions to expand the boundaries of the negative online review literature.