Manufacturing and Service Operations Management

Why There’s More to Online Reviews Than Meets the Eye

When it comes to reading business reviews online, the five-star rating is king. But new research from Maryland Smith says there is much more to learn from reviews than just the star rating.

For businesses like restaurants, hotels and spas, most consumers want to know primarily about the service quality they will receive, but measuring service quality in those spaces has been tricky for a long time, says Maryland Smith’s Anandasivam Gopal.

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