Exit, Voice and Loyalty in Consumers’ Online-Posting Behavior: An Empirical Analysis of Reviews and Ratings Found on

  • Tony E. PersicoEmail author
  • Giovanna Sedda
  • Assia Liberatore
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 805)


In this paper, we aim to describe the behavior of e-commerce consumers by analyzing the distribution of online reviews and ratings. Different from studies conducted previously, which have focused on the positivity and negativity of ratings, our work analyzes the ratings distribution through a tensor-based approach. This approach allows us to observe a new range of information related to distributions’ features that we describe through the “Exit, Voice and Loyalty” scheme. In addition, we seek a distribution function capable of capturing these features, and we aim to over-perform the synthesis provided by using a polynomial regression model. For this reason, we introduce an ad hoc beta-type modified function to create a proxy of collected data. We found a tri-modal distribution (S-modal) as a relevant component of the J-shaped distributions referred in the literature.


E-commerce Product reviews Search and experience goods Consumer behaviour Big data 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Tony E. Persico
    • 1
    Email author
  • Giovanna Sedda
    • 2
  • Assia Liberatore
    • 1
  1. 1.Research Centre for Evaluation and Socio-Economic DevelopmentUniversity of Chieti-PescaraChieti, PescaraItaly
  2. 2.B-Eat Digital AgencyRomeItaly

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