The impact of inconsistency between consumer reviews and management responses in review sets on consumer behavior

Puntos clave

• Inconsistency in consumer reviews and management responses significantly alters consumer behavior.
• The analysis indicates a clear link, where higher inconsistency can lead to decreased trust—affecting purchasing decisions.
• Analysis of consumer feedback across multiple review sets highlights this critical relationship.
• These findings suggest the need for businesses to maintain coherence in responses to enhance consumer trust.