Managing social commerce: does customer review quality matter?

Abstract

On social commerce, customers frequently exchange product reviews. A deeper understanding of customer review quality is essential for managing social commerce more effectively. The current study examines the effects of customer review quality on social commerce satisfaction, trust in social media, and trust in social commerce consumers. Participants in the study comprised 272 individuals. This study found customer review quality influences social commerce satisfaction, trust in social media, and trust in social commerce consumers. Additionally, trust in social media, but not trust in social commerce consumers, influences social commerce satisfaction.