Work

Exaggerated statements in online consumer reviews: causes and implications

Year: 2025

Type: article

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, were having a significant effect on the development of amplified review content.

Source: Service Business

DOI: 10.1007/s11628-025-00590-6

Authors: Mark Anthony Camilleri, Shakti Bodh Bhatnagar, Debarun Chakraborty

Institutions: University of Malta, Narsee Monjee Institute of Management Studies

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: $3,190

Funder: Università ta' Malta