Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews

Nazan Colmekcioglu, Reza Marvi, Pantea Foroudi , Fevzi Okumus

Research output: Contribution to journalArticlepeer-review


Negative online reviews can drastically influence consumer behavior and business strategies. Recent attention on the subject demonstrates its importance in the consumer and marketing literature. Even so, no study quantitatively investigates the corpus of the literature. This study quantitatively and systematically investigates the foundational research streams of negative online reviews to identify influential sources and main areas of knowledge in the domain. The study employs an integration of text mining and co-citation analysis, recognizing that firms’ responses to negative online reviews cannot be analyzed without understanding the role of customers. Accordingly, this study generates insight into customers and firms in each negative online review stage, furnishing a conceptual framework that synthesizes the previous literature and highlights the most important research gaps requiring attention. Ultimately, the conceptual framework can guide future researchers in unfolding new and novel directions to expand the boundaries of the negative online review literature.
Original languageEnglish
Pages (from-to)235-250
Number of pages16
JournalJournal of Business Research
Early online date26 Aug 2022
Publication statusPublished - Dec 2022

Bibliographical note

© 2022 The Author(s). Published by Elsevier Inc. This is an open access article under the CC BY license (


  • Negative online reviews
  • Negativity
  • Generation
  • Susceptibility
  • Response


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