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Business to Consumer Interaction in the Post COVID Era. A Case Study on Customer Reviews for Electronics and Cosmetics

Antonia Cristiana Enache, Marina-Luminița Militaru, Viorela-Valentina Dima

Bucharest University of Economic Studies, Romania

DOI https://doi.org/10.24818/DLG/2023/40/17

Pages 252–273

Abstract

The current paper discusses the topic of business to consumer interaction in the post COVID era. It briefly reviews key literature on aspects related to business communication practices and trends, and analyses a corpus of customer reviews selected from leading online e-commerce sites to see how customers interact with service/product providers to express satisfaction and dissatisfaction. The analysis will try to identify how the language used reflects the relation between participants, their credibility or lack of credibility in front of each other, and whether such aspects may be said to influence online sales trends.

Keywords —

Business Consumer (B2C) · pre- and post-COVID-19 pandemic e-commerce trends · usefulness of customer feedback · customer reviews

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Cite this article

Enache, A. C., Militaru, M.-L., & Dima, V.-V. (2023). Business to Consumer Interaction in the Post COVID Era. A Case Study on Customer Reviews for Electronics and Cosmetics. Dialogos, 40, 252–273. https://doi.org/10.24818/DLG/2023/40/17

Enache, Antonia Cristiana, et al. “Business to Consumer Interaction in the Post COVID Era. A Case Study on Customer Reviews for Electronics and Cosmetics.” Dialogos, vol. 40, 2023, pp. 252–73, https://doi.org/10.24818/DLG/2023/40/17.

Enache, Antonia Cristiana, Marina-Luminița Militaru, and Viorela-Valentina Dima. 2023. “Business to Consumer Interaction in the Post COVID Era. A Case Study on Customer Reviews for Electronics and Cosmetics.” Dialogos 40: 252–73. https://doi.org/10.24818/DLG/2023/40/17.

@article{enache2023business,
  author  = {Enache, Antonia Cristiana and Militaru, Marina-Luminița and Dima, Viorela-Valentina},
  title   = {Business to Consumer Interaction in the Post COVID Era. A Case Study on Customer Reviews for Electronics and Cosmetics},
  journal = {Dialogos},
  year    = {2023},
  volume  = {40},
  pages   = {252--273},
  doi     = {10.24818/DLG/2023/40/17}
}

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