• Login
    View Item 
    •   Home
    • UA Faculty Research
    • UA Faculty Publications
    • View Item
    •   Home
    • UA Faculty Research
    • UA Faculty Publications
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Browse

    All of UA Campus RepositoryCommunitiesTitleAuthorsIssue DateSubmit DateSubjectsPublisherJournalThis CollectionTitleAuthorsIssue DateSubmit DateSubjectsPublisherJournal

    My Account

    LoginRegister

    About

    AboutUA Faculty PublicationsUA DissertationsUA Master's ThesesUA Honors ThesesUA PressUA YearbooksUA CatalogsUA Libraries

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    Measuring and Managing the Externality of Managerial Responses to Online Customer Reviews

    • CSV
    • RefMan
    • EndNote
    • BibTex
    • RefWorks
    Thumbnail
    Name:
    2 ISR-MR-Paper.pdf
    Size:
    932.3Kb
    Format:
    PDF
    Description:
    Final Accepted Manuscript
    Download
    Author
    Chen, Wei
    Gu, Bin
    Ye, Qiang
    Zhu, Kevin Xiaoguo
    Affiliation
    Univ Arizona, Eller Coll Management
    Issue Date
    2019-03
    Keywords
    online interactions with customers
    managerial responses
    customer reviews
    externality
    volume
    valence
    mechanisms
    
    Metadata
    Show full item record
    Publisher
    INFORMS
    Citation
    Chen, W., Gu, B., Ye, Q., & Zhu, K. X. (2019). Measuring and managing the externality of managerial responses to online customer reviews. Information Systems Research.
    Journal
    INFORMATION SYSTEMS RESEARCH
    Rights
    © 2019 INFORMS.
    Collection Information
    This item from the UA Faculty Publications collection is made available by the University of Arizona with support from the University of Arizona Libraries. If you have questions, please contact us at repository@u.library.arizona.edu.
    Abstract
    Managerial responses to online customer reviews not only affect customers who receive the responses but may also influence subsequent customers who observe the responses. This externality arises because of the public nature of online interactions. However, prior studies were mainly in offline settings where such externality rarely exists. In this study, we assess the magnitude of such externality. Using a difference-in-difference-in-differences framework and matched hotels across two large travel agencies, we find that managerial responses indeed have a significant and positive impact on the volume of subsequent customer reviews. The impact on the review valence is not evident, which can be attributed to the unique design of identity disclosure in our research context. Furthermore, our results suggest nuances that were not known in the prior literature. For example, responding to positive and negative reviews may have different effects on future reviews, and managers should provide detailed responses to negative reviews but brief ones to positive reviews. Our results offer managerial implications to service providers on how to improve customer engagement in the interconnected online environment.
    Note
    12 month embargo; published Online: 29 Jan 2019
    ISSN
    1047-7047
    1526-5536
    DOI
    10.1287/isre.2018.0781
    Version
    Final accepted manuscript
    Sponsors
    National Science Foundation of China [71225003, 71490724, 71532004, 71620107005, 71328102]; 111 project [B18043]
    Additional Links
    http://pubsonline.informs.org/doi/10.1287/isre.2018.0781
    ae974a485f413a2113503eed53cd6c53
    10.1287/isre.2018.0781
    Scopus Count
    Collections
    UA Faculty Publications

    entitlement

     
    The University of Arizona Libraries | 1510 E. University Blvd. | Tucson, AZ 85721-0055
    Tel 520-621-6442 | repository@u.library.arizona.edu
    DSpace software copyright © 2002-2017  DuraSpace
    Quick Guide | Contact Us | Send Feedback
    Open Repository is a service operated by 
    Atmire NV
     

    Export search results

    The export option will allow you to export the current search results of the entered query to a file. Different formats are available for download. To export the items, click on the button corresponding with the preferred download format.

    By default, clicking on the export buttons will result in a download of the allowed maximum amount of items.

    To select a subset of the search results, click "Selective Export" button and make a selection of the items you want to export. The amount of items that can be exported at once is similarly restricted as the full export.

    After making a selection, click one of the export format buttons. The amount of items that will be exported is indicated in the bubble next to export format.