Using data from a new field experiment in South Korea, we study how information from virtual communities such as stock message boards influences investors' trading decisions and investment performance. Motivated by recent studies in psychology, we conjecture that investors would use message...

Online service recovery tools such as managerial responses are increasingly used by service providers to address customer concerns in online WOM platforms. In this paper, we analyze the effectiveness of such online service recovery effort on customer satisfaction using data retrieved from a...

Online retailers provide a substantial amount of product information to their customers. The information includes not only product features and customer reviews, but also information on alternative products that may better fit a consumer's needs. The systematic provision of information on...

Much has been discussed in popular press about virtual communities being melting pots of ideas and opinions. However, little is known as to how individuals actually interact in virtual communities and to what degree interactions occur between individuals with different ideas and opinions, which...

Indirect reciprocity is an important factor that motivates individual contributions in social networks. However, prior studies of indirect reciprocity are often limited to a snapshot view of individual interactions in social environments. This paper analyzes indirect reciprocity from a dynamic...