Measuring and Managing the Externality of Managerial Responses to Online Customer Reviews
نویسندگان
چکیده
منابع مشابه
Measuring and Managing the Externality of Managerial Responses to Online Customer Reviews
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 externali...
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Over the last decade, the retail industry has had a phenomenal growth. All figures show their success and efficiency and many studies have shown the role of customer reviews in encouraging ambivalent purchasers to buy items online. There have been numerous studies on why people read and trust these comments and taking for granted the important role of customer reviews in determining buying deci...
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ژورنال
عنوان ژورنال: Information Systems Research
سال: 2019
ISSN: 1047-7047,1526-5536
DOI: 10.1287/isre.2018.0781