This paper studies how to achieve consumer satisfaction toward different types of online negative comment through service recovery，and constructs online negative comments evaluation model based on the concepts of service recovery and customer satisfaction. Through the scenario simulation, this paper makes different service remedies to the online negative comment, and compares its impact on consumer satisfaction. Empirical analysis shows that both spiritual and material remedies have positive impact on consumer satisfaction, and the material remedies are more effective than spiritual remedies for the same causes of the online negative comment.
You, Haiying and Chen, Xiangbing, "An Empirical Research on Online Negative Comments Control Based on Consumer Satisfaction" (2021). WHICEB 2021 Proceedings. 47.