#2817. Reading Between the Lines: Understanding Customer Experience With Disruptive Technology Through Online Reviews

November 2026publication date
Proposal available till 30-05-2025
4 total number of authors per manuscript3510 $

The title of the journal is available only for the authors who have already paid for
Journal’s subject area:
Economics and Econometrics;
Marketing;
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Abstract:
This article explores how customer experiences are portrayed through emotional tone and word choice in online reviews for the EVC Zoom platform. The results show that highly rated online customer reviews express a higher level of knowledge and confidence than low rated customer reviews.
Keywords:
artificial intelligence; computerized text analysis; customer experience; disruptive technology; enterprise video conferencing; online reviews; Zoom

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