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Engaging Your Customers Via Responding To Online Product Reviews, Chunyu Li
Engaging Your Customers Via Responding To Online Product Reviews, Chunyu Li
Theses & Dissertations
Given the tremendous impact of online reviews on consumer choice, responding to online word of mouth (WOM) has become an important channel for firms to engage the consumers. This thesis investigates how firms can proactively respond to online product reviews to engage customers and manage customer relationships. In Study One, based upon the data of hotel reviews on Tripadvisor.com, I propose that responding by firms differ in three aspects, namely frequency, speed, and the amount of information, and these metrics exert significant influence on subsequent consumes’ WOM engagement, hotel rankings, and votes of usefulness of the reviews.
Moreover, in contrast …