The influence of launching mobile channels on online customer reviews

We explore the effect of launching mobile channels on online customer reviews. show that launch does not significantly influence review generation, contrary to general expectation accessibility stimulates generation intention. Using a Difference-In-Difference (DID) approach analyzing data from travel websites, we find channel affect volume and average rating generated However, discover reviewers with extreme experiences tend use devices post their reviews, providing evidence new introduction influences only device chosen Based our findings, extend extant literature research electronic Word Mouth (eWOM) develop business implications for platform managers strategy could improve value.