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<p>This study investigates the factors that contribute to the creation of inflated consumer testimonials. Quantitative data were gathered from four-hundred forty (440) respondents who shared their service experiences through popular social media platforms. A covariance-based structural equations model approach has been used to analyze the data. The results suggest that psychological and emotional factors including the consumers’ self-image, self-enhancement as well as their motivations for retribution against service providers, were having a significant effect on the development of amplified review content.</p>

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Exaggerated statements in online consumer reviews: causes and implications

  • 期刊论文

  • 出版模式：

    开放获取

  • 发表日期：

    2025年9月8日

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  • Mark Anthony Camilleri,
  • Shakti Bodh Bhatnagar,
  • Debarun Chakraborty

摘要

This study investigates the factors that contribute to the creation of inflated consumer testimonials. Quantitative data were gathered from four-hundred forty (440) respondents who shared their service experiences through popular social media platforms. A covariance-based structural equations model approach has been used to analyze the data. The results suggest that psychological and emotional factors including the consumers’ self-image, self-enhancement as well as their motivations for retribution against service providers, were having a significant effect on the development of amplified review content.