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ردیف | عنوان | نوع |
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1 |
Understanding the dynamics of review posting and the management intervention effects on those dynamics
درک پویایی ارسال مروری و تأثیرات مداخله مدیریتی بر این پویایی-2020 The purposes of the paper are (1) to examine the dynamic properties of online reviews, focusing on whether previous review trends contribute to herding or reactant behavior in subsequent review rating generation (dynamic flow), and (2) to explore the business value of management responses in the dynamic flow of online reviews based on Social Impact Theory and Rational Action Theory as the foundation. To this end, we analyze a series of regression and logistic models with quasi-experimental cases from a large online review dataset, col- lected from a leading online travel website in China. We find that both types of previous trends of reviews, positive and negative, contribute to reactant behavior in subsequent review rating generation. When the review trends are considered with management responses, we find that management responses have a positive impact on subsequent review ratings in the negative review trend, but not in the positive review trend. Keywords: Online review generation | Reactant behavior | Management response | Social impact theory | Rational action theory | Quasi-experimental approach |
مقاله انگلیسی |
2 |
Online review response strategy and its effects on competitive performance
راهبرد پاسخ به بازدید آنلاین و تاثیرات آن روی عملکرد رقابتی-2018 Online reviews have transformed consumer behavior in information searching and sharing. Their growing popularity has enabled new differentiation strategies for lodging operators. More subtly, online review systems have forced hotel managers to compete through the effective use of information systems that they have not created or purchased. Therefore, managers in the tourism industry must adapt to the widespread use of external systems, incorporate them in their strategy and evaluate their effects.
This study focuses on the impact of managements quantity and quality of usage of online review systems. Our findings show that managerial response quantity positively impacts hotels’ competitive performance. Moreover, responses have a stronger positive impact when they address extreme reviews. We evaluate four response strategies and find significant performance differences among them. Our finding demonstrates the importance of proficiency in external information systems use because performance differs by “how” the system is used – not only “how much.”
keywords: Online review |Managerial response |Quantity of response |Quality of response |Response strategy |
مقاله انگلیسی |
3 |
Tailoring management response to negative reviews: The effectiveness of accommodative versus defensive responses
پاسخگویی مدیریتی به بررسی های منفی: اثربخشی پاسخ های سازنده و دفاعی-2018 Firms increasingly respond to online customer reviews on public platforms to influence prospective
consumers and enhance profitability. This paper highlighted the importance of semantically tailoring
management responses according to the content of the reviews and examined the impact of such re
sponses on prospective consumers and future sales. Based on a field study and an experiment, we found
that an accommodative response to the product failure review and a defensive response to the ordinary
negative review were effective at increasing sales and enhancing consumer purchase intentions. The
effect of management response was mediated by the reduced causal attribution of negative reviews to
firms. Our findings furnish meaningful implications for firm interventions on online platforms.
Keywords: Management response ، Tailoring ، Firm intervention ، Negative online reviews ، Causal attribution |
مقاله انگلیسی |
4 |
The signaling effect of management response in engaging customers: A study of the hotel industry
اثر سیگنالینگ از پاسخ مدیریت در جذب مشتریان : مطالعه صنعت هتل-2017 Hotels today actively respond to online reviews given their tremendous influence on travelers decisions.
Yet, the questions of how to respond to online reviews continue to baffle hotel managers. By focusing on
prospective travelers, we propose the effective management response signals hotels care for customers
and quality of service. Particularly, we postulate the frequency, speed and length of response influence
the effectiveness of signaling in reducing information asymmetry. Based on the large-scale field data
from TripAdvisor, this study demonstrates that the frequency and speed of response significantly
enhance travelers’ engagement as indicated by more reviews, higher average valence, more votes for
helpfulness, and higher popularity ranking. Furthermore, the frequent and speedy response is more
effective for budget (vs. premium) hotels. Thus, management response to online reviews serves as a
critical channel of communication to engage customers.
Keywords: Hotel management | Customer engagement | Signaling | Online reviews | Management response |
مقاله انگلیسی |
5 |
Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach
اثرات مشترک پاسخ های مدیریتی و بررسی های آنلاین بر عملکرد مالی هتل: یک رویکرد تحلیل داده ها-2017 Hotels are increasingly shifting their online review strategy from passive listening to proactive engage
ment through management responses. This study investigates the joint effects of management responses
andonlinereviewsonhotelfinancialperformance.Basedonalargeuniquedatasetof22,483management
responses to 76,649 online consumer reviews on TripAdvisor over 26 quarters, matched with quarterly
hotel financial performance, this study finds that providing timely and lengthy responses enhances future
financial performance, whereas providing responses by hotel executives and responses that simply repeat
topics in the online review lowers future financial performance. Moreover, review rating and review vol
ume moderate the effects of management responses. When the average review ratings increase, more
management responses of greater length should be provided. As review volume grows, the benefits
of providing timely and lengthy responses diminish. The study findings generate new implications for
managing responses to online reviews to increase hotel financial performance.
Keywords: Management response | Online reviews | Financial performance | Data analytics | Social media | Hotels |
مقاله انگلیسی |