Online reviews have evolved into an important feedback tool and thus marketers are eager to comprehend and monitor consumer review activity to manage their brand's online reputation. As a matter of fact, a large number of customers rate their experience in a positive manner which results in skewed distributions of star ratings. At the EMAC and the Marketing Science conference, Nadine Schröder presented how to account for the skewed distributions to obtain reliable insights on drivers of star ratings.  

Presented studies:

Nadine Schröder, Thomas Reutterer, Konstantin Kremslehner: Accounting for J-shape distributions to explain customer ratings

Nadine Schröder, Giampiero Marra, Rosalba Radice, Thomas Reutterer: Accounting for skewed distributions in modeling (self-reported) customer response data