How do others feel about it? How emotional contagion via customer reviews influences consumer judgments

Konya-Baumbach, Elisa

Document Type: Conference presentation
Year of publication: 2022
Conference title: SCP 2022 Annual Conference : Society for Consumer Psychology
Location of the conference venue: Online
Date of the conference: 03.-05.05.2022
Publication language: English
Institution: Business School > ABWL, Marketing & Innovation (Kuester)
Subject: 330 Economics
Abstract: Consumers rely on information provided online, such as customer reviews. In doing so, they not only pay attention to facts, but also to emotional content. In five experiments, we show that others’ feelings toward an experience good as conveyed in online customer reviews influence consumer judgments. We further demonstrate that this influence of others' feelings on consumer judgments is mediated via positive feelings. Lastly, we identify a boundary condition of this emotional contagion effect in illustrating that the effect does not occur when customer reviews feature negative feelings. The findings highlight the power of emotional expressions in online customer reviews.

Metadata export


+ Search Authors in

BASE: Konya-Baumbach, Elisa

Google Scholar: Konya-Baumbach, Elisa

ORCID: Konya-Baumbach, Elisa ORCID: 0000-0002-7990-8542

+ Page Views

Hits per month over past year

Detailed information

You have found an error? Please let us know about your desired correction here: E-Mail

Actions (login required)

Show item Show item