Customer satisfaction scores: new models to estimate

Fry, John; Brint, Andrew

Abstract

In this paper we develop new models for the distribution of customer satisfaction scores. This leads to new approaches for estimating the number of fake reviews in empirical data. Modifications of the basic model are presented that account for the propensity of extreme positive and negative reviews, and a potential lack of engagement on the part of reviewers. Further work to incorporate price and cultural effects is proposed.

Citation

Fry, J., & Brint, A. (2025). Customer satisfaction scores: new models to estimate. Tourism Management, 106, Article 105030. https://doi.org/10.1016/j.tourman.2024.105030

• Journal Article Type: Article
• Acceptance Date: Aug 11, 2024
• Online Publication Date: Aug 22, 2024
• Publication Date: Feb 1, 2025
• Deposit Date: Aug 20, 2024
• Publicly Available Date: Aug 27, 2024
• Print ISSN: 0261-5177
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 106
• Article Number: 105030
• DOI: https://doi.org/10.1016/j.tourman.2024.105030
• Keywords: Behavioural modelling; Customer satisfaction; Fake reviews; Maximum entropy; Online ratings
• Public URL: https://hull-repository.worktribe.com/output/4789841