Exploring customer satisfaction in Great Britain's retail energy sector Part I: The comparative use of Trustpilot online reviews in four sectors
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DOI: 10.1016/j.jup.2021.101298
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References listed on IDEAS
- Littlechild, Stephen, 2021. "Exploring customer satisfaction in Great Britain's retail energy sector part II: The increasing use of Trustpilot online reviews," Utilities Policy, Elsevier, vol. 73(C).
- Xinxin Li & Lorin M. Hitt, 2008. "Self-Selection and Information Role of Online Product Reviews," Information Systems Research, INFORMS, vol. 19(4), pages 456-474, December.
- Dellarocas, Chrysanthos, 2003. "The Digitization of Word-of-mouth: Promise and Challenges of Online Feedback Mechanisms," Working papers 4296-03, Massachusetts Institute of Technology (MIT), Sloan School of Management.
- Chrysanthos Dellarocas, 2003. "The Digitization of Word of Mouth: Promise and Challenges of Online Feedback Mechanisms," Management Science, INFORMS, vol. 49(10), pages 1407-1424, October.
- Littlechild, Stephen, 2021. "Exploring customer satisfaction in Great Britain's retail energy sector part III: A proposed Overall Customer Satisfaction score," Utilities Policy, Elsevier, vol. 73(C).
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Cited by:
- Littlechild, Stephen, 2021. "Exploring customer satisfaction in Great Britain's retail energy sector part II: The increasing use of Trustpilot online reviews," Utilities Policy, Elsevier, vol. 73(C).
- Littlechild, Stephen, 2021. "Exploring customer satisfaction in Great Britain's retail energy sector part III: A proposed Overall Customer Satisfaction score," Utilities Policy, Elsevier, vol. 73(C).
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More about this item
Keywords
Online reviews; Customer feedback; Trustpilot;All these keywords.
JEL classification:
- L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
- L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
- L94 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Electric Utilities
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