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A comparative study of online consumer reviews of Apple iPhone across Amazon, Twitter and MouthShut platforms

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Abstract

The purpose of the paper is to understand if the online consumer reviews differ across the review platforms over the internet. We aim to find the features of the reviews from various platforms and ultimately create a typology of the reviews for those platforms. We apply mixed methods including both quantitative and qualitative techniques to arrive at the conclusion. We find consumers share their views on the highest number of topics in the ecommerce website. Consumers share in-depth views, but on a limited number of topics in other dedicated review platforms. Social media falls somewhere in the middle among these two platforms. While looking into the contents, we could generate themes and meta-themes from these reviews. Based on these facts, we create a typology/ontology for reviews from these platforms and map the motives of reviewers from each platform into the meta-themes identified. Managers can use our findings to boost their online review strategy according to the platform of their interest.

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  1. S. P. Jain Institute of Management and Research (SPJIMR), Munshi Nagar, Andheri (W), Mumbai, India

    Supratim Kundu

  2. Information Management, S. P. Jain Institute of Management and Research (SPJIMR), Munshi Nagar, Andheri (W), Mumbai, India

    Swapnajit Chakraborti

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Appendix

Appendix

Fig. A
figure a

Network visualization for reviews from Amazon.com (AMZ)

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Fig. B
figure b

Network visualization for reviews from MouthShut.com (MTS)

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Fig. C
figure c

Network visualization for reviews from Twitter (TWT)

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See Table 7.

Table 7 Example reviews from TWT, MTS and AMZ
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Kundu, S., Chakraborti, S. A comparative study of online consumer reviews of Apple iPhone across Amazon, Twitter and MouthShut platforms. Electron Commer Res 22, 925–950 (2022). https://doi.org/10.1007/s10660-020-09429-w

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