Abstract
The present work addresses the influence of review valence on consumers’ perceived relationship with a firm and identifies the causes of such influence and the underlying process. Based on social exchange theory and signal theory, the authors identify how conflict is pivotal in connecting review valence and consumers’ perceived relational benefits and trust. The authors use Qualtrics survey data in three experimental studies to examine how review valence indirectly impacts consumers’ perceived trust and benefits. The results indicate that conflict is a moderator between review valence and perceived benefits and trust, and the magnitude of the indirect effect of valence varies according to the different levels of a perceived partner’s commitment to the relationship. These findings provide incremental theoretical implications for relationship marketing in online contexts and have managerial relevance for online marketing strategies.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
