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    Wisdom of crowds : the story behind customers’ online reviews and business success.

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    Date
    2019-04-05
    Author
    Phan, Linh Thuy, 1992-
    0000-0001-9590-2784
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    Abstract
    Using the data from Yelp as of December 2017, this thesis examines the impacts of the online customers’ reviews on the performances of servicing businesses (raw effect) as well as their neighboring establishments (spillover effect), and on the review-writing behaviors of later customers (sentimental inducement effect). The findings on the raw effects dovetail the results of past studies, signifying a negative correlation between bad reviews and the traffic of businesses. However, the good reviews are only correlated with better performance in the short term but negatively associated with performance in the long term. More importantly, this thesis reveals the significant spatial spillover effects, showing that positive reviews of neighbors can make a business worse off in both short and long term while it will immediately suffer from neighbors’ negative reviews before being benefited from them in the long term. Finally, we discover that the negative (positive) reviews are likely to induce negative (positive) reviews in the future.
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    https://hdl.handle.net/2104/10679
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    • Electronic Theses and Dissertations
    • Theses/Dissertations - Economics

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    Copyright © Baylor® University All rights reserved. Legal Disclosures.
    Baylor University Waco, Texas 76798 1-800-BAYLOR-U
    Baylor University Libraries | One Bear Place #97148 | Waco, TX 76798-7148 | 254.710.2112 | Contact: libraryquestions@baylor.edu
    If you find any errors in content, please contact librarywebmaster@baylor.edu
    DSpace software copyright © 2002-2016  DuraSpace
    Contact Us | Send Feedback
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    Theme by 
    Atmire NV