This website uses cookies.
We use cookies to improve your online experience. By continuing to use our website we assume you agree to the placement of these cookies.
To learn more, you can find in our Privacy Policy.
Review paper

When and how Managers' Responses to Online Reviews Affect Subsequent Reviews

Volume: 55, Issue: 2, Pages: 163 - 177
Published: Sep 27, 2017
Abstract
In this study, the authors investigate the externalities of managers' responses (MRs) to online reviews on popular travel websites. Specifically, the authors examine the effect of publicly responding to hotel guests' reviews on subsequent reviewer ratings. The authors find that manager responses to negative reviews (MR-N) can significantly influence subsequent opinion in a positive way if those responses are observable at the time of reviewing....
Paper Details
Title
When and how Managers' Responses to Online Reviews Affect Subsequent Reviews
Published Date
Sep 27, 2017
Volume
55
Issue
2
Pages
163 - 177
© 2025 Pluto Labs All rights reserved.
Step 1. Scroll down for details & analytics related to the paper.
Discover a range of citation analytics, paper references, a list of cited papers, and more.