In Search of Negative Customer Feedback: The Effect of Expecting to Evaluate on Satisfaction Evaluations

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Natural Learning in Higher Education (2010, background): “Experimental studies found that when people know that they will be rating the satisfaction of the services they receive, they become more critical and are less satisfied than those who receive the same services without expecting to report on their satisfaction (Ofir and Simonson 2001).”
Service quality, customer satisfaction, and behavioral intentions in fast‐food restaurants (2009, background): “Introduction Customers’ evaluations of the service quality are critical to service firms that aim to improve their marketing strategies (Cronin and Taylor, 1992; Jain and Gupta, 2004; Ofir and Simonson, 2001).”
"Popularity Effect" in User-Generated Content: Evidence from Online Product Reviews (2014, background): “If users are more likely to evaluate products when they become more popular, that alone may induce a negativity bias (Ofir and Simonson, 2001).”