The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction
Open accessAbstract
With the growing influence of online social media, firms increasingly take an active role in interacting with consumers in social media. For many firms, their first step in online social media is management responses, where the management responds to customers' comments about the firm or its products and services. In this article, we measure the impact of management responses on customer satisfaction using data retrieved from a major online travel agency in China. Applying a panel data model that controls for regression toward the mean and heterogeneity in individual preference for hotels, we find that online management responses are highly effective among low satisfaction customers but have limited influence on other customers. Moreover, we show that the public nature of online management responses introduces a new dynamic among customers. Although online management responses increase future satisfaction of the complaining customers who receive the responses, they decrease future satisfaction of complaining customers who observe but do not receive management responses. The result is consistent with the peer‐induced fairness theory.
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“The public nature of the online recovery effort, however, requires the service providers to consider not only how their responses influence the complaining customers but also how they influence customers who observe the complaints and the management responses (Harrison-Walker 2001).”
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Be a “Superhost”: The importance of badge systems for peer-to-peer rental accommodations
Liang, S., Schuckert, M., Law, R., & Chen, C.-C. (2017) · Tourism Management · doi:10.1016/j.tourman.2017.01.007 · Cited by 330
Online Product Reviews-Triggered Dynamic Pricing: Theory and Evidence
Feng, J., Li, X., & Zhang, X. (. (2019) · Information Systems Research · doi:10.1287/isre.2019.0852 · Cited by 117
Two Formulas for Success in Social Media: Learning and Network Effects
Qiu, L., Tang, Q., & Whinston, A. B. (2015) · Journal of Management Information Systems · doi:10.1080/07421222.2015.1138368 · Cited by 92
Social media in operations and supply chain management: State-of-the-Art and research directions
Huang, S., Potter, A., & Eyers, D. (2020) · International Journal of Production Research · doi:10.1080/00207543.2019.1702228 · Cited by 60
Jung, J., Bapna, R., Gupta, A., & Sen, S. (2021) · Journal of Management Information Systems · doi:10.1080/07421222.2021.1870384 · Cited by 39
Metadata
- Authors
- Gu, B., & Ye, Q.
- Venue
- Production and Operations Management
- Publisher
- SAGE Publications
- Published
- 2014-04
- Volume
- 23
- Issue
- 4
- Pages
- 570-582
- ISSN
- 1059-1478 (ISSN-L)
- 1937-5956
- OpenAlex
- W2101294065
- Cited by
- 439
- References
- 8
- FWCI
- 49.46
- Type
- journal article
- Language
- en
- Open access
- green
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