Artikel “To Keep or Not to Keep: Effects of Online Customer Reviews on Product Returns” von Dr. Sonja Gensler und Professor Thorsten Wiesel veröffentlicht
Abstract: While many studies examined the effects of online customer reviews (OCRs) on product sales, a clear understanding of the effects of OCRs on product returns is lacking. This study examines the impact of OCRs characteristics (valence, volume, and variance) on return decisions with a rich multi-year dataset from a major online retailer covering the electronics and furniture category.