In this paper we develop new models for the distribution of customer satisfaction scores. This leads to new approaches for estimating the number of fake reviews in empirical data. Modifications of the basic model are presented that account for the propensity of extreme positive and negative reviews, and a potential lack of engagement on the part of reviewers. Further work to incorporate price and cultural effects is proposed.

中文翻译：

---

客户满意度评分：估计虚假评论数量的新模型


在本文中，我们开发了客户满意度分数分布的新模型。这导致了估计经验数据中虚假评论数量的新方法。提出了对基本模型的修改，考虑了极端正面和负面评论的倾向，以及评论者可能缺乏参与的情况。建议进一步开展将价格和文化影响结合起来的工作。