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The importance of online customer reviews characteristics on remanufactured product sales: Evidence from the mobile phone market on Amazon.com

Author

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  • Zhai, Mengfan
  • Wang, Xinyue
  • Zhao, Xijie

Abstract

Remanufactured products have emerged as an important option for achieving sustainable development, which is crucial to the success of the circular economy. Consequently, it is necessary to investigate the influence of online customer reviews on remanufactured product sales, an aspect that has not been well understood in current research. In this study, we employed natural language processing methodologies, analyzing over 50,000 reviews from 2020 to 2021 on Amazon.com to explore the impacts of online customer reviews on remanufactured product sales. The findings indicate that the formal characteristics of online customer reviews, that is, review length and review valence have positive influences on remanufactured product sales. Furthermore, the content characteristics of online customer reviews, including the volume and valence of product usability, product service quality, and product cost performance, positively promote remanufactured product sales. Additionally, this study reveals three emotional characteristics of online customer reviews that significantly influence remanufactured product sales. Specifically, contentment and surprise positively affect remanufactured product sales, while anger negatively affects remanufactured product sales. The findings of this study provide useful insights for remanufactured product sellers to manage online customer reviews and develop marketing strategies.

Suggested Citation

  • Zhai, Mengfan & Wang, Xinyue & Zhao, Xijie, 2024. "The importance of online customer reviews characteristics on remanufactured product sales: Evidence from the mobile phone market on Amazon.com," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    • Handle: RePEc:eee:joreco:v:77:y:2024:i:c:s0969698923004289
    DOI: 10.1016/j.jretconser.2023.103677
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