Positivity Bias in Customer Satisfaction Ratings

    Eunhee Rhim
    Eunhee Rhim

    WWW '18: The Web Conference 2018 Lyon France April, 2018, pp. 631-638, 2018.

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    Abstract:

    Customer ratings are valuable sources to understand their satisfaction and are critical for designing better customer experiences and recommendations. The majority of customers, however, do not respond to rating surveys, which makes the result less representative. To understand overall satisfaction, this paper aims to investigate how like...More

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