Exaggerated statements in online consumer reviews : causes and implications

Please use this identifier to cite or link to this item: https://www.um.edu.mt/library/oar/handle/123456789/138948

Title:	Exaggerated statements in online consumer reviews : causes and implications
Authors:	Camilleri, Mark Anthony Bhatnagar, Shakti Bodh Chakraborty, Debarun
Keywords:	Service industries Consumer satisfaction Hospitality industry Tourism Marketing Consumers -- Attitudes Business enterprises -- Reviews
Issue Date:	2025-09-08
Publisher:	Springer Nature
Citation:	Camilleri, M.A., Bhatnagar, S.B. & Chakraborty, D. (2025). Exaggerated statements in online consumer reviews: Causes and implications. Service Business, 19, 19, 10.1007/s11628-025-00590-6
Abstract:	This study investigates the factors that contribute to the creation of inflated consumer testimonials. Quantitative data were gathered from four-hundred forty (440) respondents who shared their service experiences through popular social media platforms. A covariance-based structural equations model approach has been used to analyze the data. The results suggest that psychological and emotional factors including the consumers’ self-image, self-enhancement as well as their motivations for retribution against service providers, are having a significant effect on the development of amplified review content.
URI:	https://link.springer.com/article/10.1007/s11628-025-00590-6 https://www.um.edu.mt/library/oar/handle/123456789/138948
Appears in Collections:	Scholarly Works - FacMKSCC

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