With the growing influence of online social media, firms increasingly take an active role in interacting with consumers in social media. For many firms, their first step in online social media is management responses, where the management responds to customers’ comments about the firm or its...

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...

To stimulate product reviews, many large e-commerce platforms have launched reviewer incentive programs in which free products are provided to reviewers in exchange for them generating reviews on the received free products (incentivized reviews). Prior studies explored the effects of incentives...