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Exaggerated statements in online consumer reviews: causes and implications

Author

Listed:
  • Mark Anthony Camilleri

    (University of Malta)

  • Shakti Bodh Bhatnagar

    (Narsee Monjee Institute of Management Studies (NMIMS) University
    Prestige Institute of Management Research)

  • Debarun Chakraborty

    (Indian Institute of Management Nagpur)

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.

Suggested Citation

  • Mark Anthony Camilleri & Shakti Bodh Bhatnagar & Debarun Chakraborty, 2025. "Exaggerated statements in online consumer reviews: causes and implications," Service Business, Springer;Pan-Pacific Business Association, vol. 19(3), pages 1-22, September.
    • Handle: RePEc:spr:svcbiz:v:19:y:2025:i:3:d:10.1007_s11628-025-00590-6
    DOI: 10.1007/s11628-025-00590-6
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