The DOI matches its Crossref record; 32 of the 32 references it cites were found in a registry or an index.
Online Reputation Management: Estimating the Impact of Management Responses on Consumer Reviews
Open accessAbstract
We investigate the relationship between a firm’s use of management responses and its online reputation. We focus on the hotel industry and present several findings. First, hotels are likely to start responding following a negative shock to their ratings. Second, hotels respond to positive, negative, and neutral reviews at roughly the same rate. Third, by exploiting variation in the rate with which hotels respond on different review platforms and variation in the likelihood with which consumers are exposed to management responses, we find a 0.12-star increase in ratings and a 12% increase in review volume for responding hotels. Interestingly, when hotels start responding, they receive fewer but longer negative reviews. To explain this finding, we argue that unsatisfied consumers become less likely to leave short indefensible reviews when hotels are likely to scrutinize them. Our results highlight an interesting trade-off for managers considering responding: fewer negative ratings at the cost of longer and more detailed negative feedback. Data and the online appendix are available at https://doi.org/10.1287/mksc.2017.1043 .
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How Much Should We Trust Differences-in-Differences Estimates?
Bertrand, M., Duflo, E., & Mullainathan, S. (2004) · The Quarterly Journal of Economics · doi:10.1162/003355304772839588 · Cited by 10,641
The Effect of Word of Mouth on Sales: Online Book Reviews
Chevalier, J. A., & Mayzlin, D. (2006) · Journal of Marketing Research · doi:10.1509/jmkr.43.3.345 · Cited by 6,003
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998) · Journal of Marketing · doi:10.2307/1252161 · Cited by 2,723
Rosenbaum, P. R. (2002) · Springer Series in Statistics · doi:10.1007/978-1-4757-3692-2 · Cited by 2,394
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
Trust among strangers in internet transactions: Empirical analysis of eBay' s reputation system
Resnick, P., & Zeckhauser, R. (2004) · Advances in Applied Microeconomics · doi:10.1016/s0278-0984(02)11030-3 · Cited by 1,804
Inference with Difference-in-Differences and Other Panel Data
Donald, S. G., & Lang, K. (2007) · Review of Economics and Statistics · doi:10.1162/rest.89.2.221 · Cited by 1,324
Fake It Till You Make It: Reputation, Competition, and Yelp Review Fraud
Luca, M., & Zervas, G. (2016) · Management Science · doi:10.1287/mnsc.2015.2304 · Cited by 1,263
Self-citationSelf-Selection and Information Role of Online Product Reviews
Li, X., & Hitt, L. M. (2008) · Information Systems Research · doi:10.1287/isre.1070.0154 · Cited by 1,125
An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000) · Journal of Service Research · doi:10.1177/109467050032002 · Cited by 1,029
Cited by
Jiang, G., Liu, F., Liu, W., Liu, S., Chen, Y., & Xu, D. (2021) · Data Science and Management · doi:10.1016/j.dsm.2021.02.004 · Cited by 227
Exploring Corporate Reputation and Crisis Communication
Nuortimo, K., Harkonen, J., & Breznik, K. (2026) · Journal of Marketing Analytics · doi:10.1057/s41270-024-00353-8 · Cited by 39
Service Quality in the Gig Economy: Empirical Evidence about Driving Quality at Uber
Athey, S., Castillo, J. C., & Chandar, B. (2019) · SSRN Electronic Journal · doi:10.2139/ssrn.3499781 · Cited by 17
Metadata
- Authors
- Proserpio, D., & Zervas, G.
- Venue
- Marketing Science
- Published
- 2017-09
- Volume
- 36
- Issue
- 5
- Pages
- 645-665
- ISSN
- 0732-2399 (ISSN-L)
- 1526-548X
- OpenAlex
- W4242286335
- Cited by
- 406
- References
- 32
- FWCI
- 78.97
- Type
- journal article
- Language
- en
- Open access
- green
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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