With the prevalence of fake reviews across web and e-commerce platforms it has become difficult for the customers to make an informed purchase decision. Considering this we examine the influence of review manipulation on customer’s purchase decision. A qualitative approach employing interviews with frequent online shoppers was employed to explore the phenomenon. The results of the study suggest that customers accord recommendations from their social network more weightage than the reviews available on an e-commerce platform. Further, we found that customers apply either or both interactive and extractive strategies to deal with review manipulation. Keywords: information processing, review manipulation, fake reviews, grounded theory.
Ansari, Sana and Gupta, Sumeet, (2019). "FAKE REVIEWS AND MANIPULATION: DO CUSTOMER REVIEWS MATTER?". In Proceedings of the 27th European Conference on Information Systems (ECIS), Stockholm & Uppsala, Sweden, June 8-14, 2019. ISBN 978-1-7336325-0-8 Research Papers.