Think back to your most recent encounter with a customer service representative. Did the experience leave you feeling frustrated and...

Online recommendation systems use algorithms to help customers find their preferred items based on a customer's profile -- a composite of...

In today's digital age, consumers increasingly rely on online reviews to make informed decisions about products. However, this reliance...

In this study, researchers analyze the ways in which liars and truth-tellers communicate differently. The findings reveal that liars tend...

In this study, researchers explored whether information gathered from the first two minutes of technical support telephone conversations...

Researchers have investigated how customer experience is reflected in online reviews, specifically examining emotional tone and word...