As an innovative service operations model, the unique characteristics of the space-sharing economy call for the understanding of emotional and psychological aspects in managing such service operations models. In this paper, we empirically examine how unstructured emotional information offered by...

Question-Answer (Q&A) forums are gaining popularity as a user-engagement tool to drive traffic on multi-service portals. In a platform market model, demand-side users seek answers from the supply-side users, since such answers can indicate value offered, reduce buyer uncertainty and offer social...

We analyze the spillover effects of the online reviews of other co-visited products on the purchases of a focal product using clickstream data from a large retailer. Drawing upon signaling theory, as online reviews serve as signals, the proposed spillover effects are moderated by: (a) whether...