Navigating the Digital Word of Mouth: The Role of Online Reviews in Shaping Business Outcomes
In the highly interconnected and digitally driven world of today, online reviews have evolved into a pivotal and indispensable element in determining the overall success and long-term sustainability of businesses across industries . These powerful digital endorsements or criticisms, often shared through review platforms, social media channels, and e-commerce websites, hold the ability to significantly shape a brand's public image and reputation . Online reviews play a crucial role in influencing consumer behavior by providing potential customers with firsthand insights into the quality, reliability, and value of a product or service , thereby acting as a trusted decision-making tool. Positive reviews can enhance a company’s credibility, boost customer trust, and attract a steady stream of new customers , while negative reviews can deter potential clients, weaken brand perception, and adversely affect sales. As these reviews directly impact a company’s bottom line, businesses...