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Traditional Word-of-Mouth (WOM) literature shows that emotions embedded in advertising appeals or referrals/reviews influence consumer buying journey. However, there is a paucity of research exploring the distribution and impact of emotional content in "online" consumer reviews (OCRs). Hence, in this study, an attempt is made to examine the emotional content in OCRs and to study the influence of discrete positive and negative emotions on the perceived OCR helpfulness, by classifying them based on their valence and arousal. Further, the impact of the inconsistency between the star rating of a review and the qualitative review-related factors (i.e. emotions and valence) is analyzed. This study uses Natural Language Processing (NLP) and text-mining techniques to retrieve valence and emotions from 100,000 reviews from Yelp.com and employs model testing methods to verify the hypotheses. The results reveal that: (1) both qualitative/latent (emotions and valence) and quantitative/manifest review message factors (star ratings, word count) are important in determining the OCR helpfulness; (2) the difference in arousal (high/low) and valence (positive/negative) has a differential impact on OCR helpfulness; (3) within high-arousal emotions, negative-valence emotions influence OCR helpfulness more than positive-valence emotions; and (4) consumers' perceptions of OCR helpfulness depends on the consistency between the qualitative and quantitative content factors. [ABSTRACT FROM AUTHOR]

Consumer well‐being (CWB) refers to the cognitive and emotional reactions of consumers in response to their consumption experiences. It encompasses three elements: consumer satisfaction, positive emotions and perceived quality of life. In the past few years, there has been significant research growth in the field of CWB. However, a lack of effort is observed in reviewing this emerging and evolving field of research. This review utilises the Theory–Context–Construct–Methods (TCCM) framework given by Paul and Rosado‐Serrano (2019) (International Marketing Review, 36(6), 830–858), to delve into the prominent theories, contexts (i.e., countries and industries), characteristics (major factors and variables) and methods (i.e., research designs and analysis) used in CWB research spanning over the past 24 years (1998–2022). Through a systematic analysis and synthesis of 142 articles, an overview of this research field is provided, establishing a path for future agenda within the TCCM framework. This review reveals a prevalence of single‐theory approaches, with studies primarily focusing on theories such as the self‐determination theory and the attribution theory. Furthermore, CWB research demonstrates a stronger inclination towards examining the services industry context compared to other industries covered in the literature. Additionally, the review emphasises the need for further research on countries with emerging economies. Detailed future research directions are presented. [ABSTRACT FROM AUTHOR]

Customers voice their negative brand experiences to their family and friends in the form of negative word‐of‐mouth (NWOM). Web 2.0 enables the sharing of NWOM in electronic format on various social media sites, online customer review forums, and blogs, which is known as negative electronic word‐of‐mouth (NeWOM). Researchers need to study the spread of NWOM/NeWOM to prevent adverse consequences for companies and suggest an optimal response for its redressal. Existing literature review studies have focused on word‐of‐mouth (WOM) and electronic WOM (eWOM) and have considered both positive and negative WOM and eWOM concurrently. Past literature reviews have captured the breadth of the WOM domain, ignoring the depth. This research article contains a review of 282 journal papers capturing the depth of the extant literature by focusing solely on 'negative' WOM and eWOM (NWOM and NeWOM), and presents a broad view of the NWOM and NeWOM domains using morphological analysis (MA). This will help to conceptualize and categorize the existing state‐of‐the‐art literature into broad dimensions and identify future research opportunities. The MA framework helps to bifurcate this literature into the following four dimensions: (i) nomenclature of NWOM and NeWOM, (ii) antecedents of NWOM/NeWOM, (iii) impacts of NWOM/NeWOM, and (iv) prevention and recovery response to NeWOM. Further dissection of these four dimensions leads to 15 sub‐dimensions and 217 variants. Combinations of the 217 variants enable the identification of 550 novel future research opportunities in the area of NWOM and NeWOM. [ABSTRACT FROM AUTHOR]