Abstract:The development of web-based technologies has increased the popularity of an online type of word-of-mouth, known as electronic word-of-mouth (eWOM). With the proliferation of online platforms, online reviews as eWOM have significantly influenced consumers’ purchase decisions in various industries. Given that eWOM can be immensely influential in businesses, engaging in digital platforms is crucial in rapport building with customers. Responding to online reviews can have a positive impact on both customer relati… Show more
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