Work

Customer satisfaction scores: New models to estimate the number of fake reviews

Year: 2024

Type: article

Abstract: In this paper we develop new models for the distribution of customer satisfaction scores. This leads to new approaches for estimating the number of fake reviews in empirical data. Modifications of the basic model are presented that account for the propensity of extreme positive and negative reviews, and a potential lack of engagement on the part of reviewers. Further work to incorporate price and cultural effects is proposed.

Source: Tourism Management

DOI: 10.1016/j.tourman.2024.105030

Authors: John Fry, Andrew Brint

Institutions: University of Hull, University of Sheffield

Language: English

Topic: Digital Marketing and Social Media

Subfield: Sociology and Political Science

Field: Social Sciences

Domain: Social Sciences

Open Access status: hybrid

Estimated APC paid: $4,550

OpenAlex ID: W4401747753

FWCI: 4.377

Cites: 30

Cited by: 6

Related to: 10