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Making the Most of Customer Product Reviews

Authors:
Florian Volk
Janette Pitzschel
Max Mühlhäuser

Keywords: online product reviews, product rating, rating decomposition, customer-centric, review systems

Abstract:
Online product reviews are a twofold user-centric instrument: reviews are written by users and, furthermore, aid other users with their purchase decisions. Moreover, detailed product reviews that rate product parts help retailers in improving products by identifying reasons for defects. In this paper, we report, analyse, and discuss the results and findings of two user studies (160 and 229 participants respectively). We contribute findings on customer reviewing behaviour and on improving reviews to include ratings for product parts. Furthermore, we analyse reviewing incentives and evaluate an alternative review system that presents its users with a list of known problems that they can select from.

Pages: 1 to 6

Copyright: Copyright (c) IARIA, 2014

Publication date: October 12, 2014

Published in: conference

ISSN: 2308-3492

ISBN: 978-1-61208-369-8

Location: Nice, France

Dates: from October 12, 2014 to October 16, 2014