How managerial responses to online reviews affect customer satisfaction: An empirical study based on additional reviews

Bagherzadeh, 2020, The journey from customer participation in service failure to co-creation in service recovery, J. Retailing Consum. Serv., 54, 102058, 10.1016/j.jretconser.2020.102058 Bickart, 2001, Internet forums as influential sources of consumer information, J. Interact. Market., 15, 31, 10.1002/dir.1014 Bitner, 1990, The service encounter: diagnosing favorable and unfavorable incidents, J. Market., 54, 71, 10.1177/002224299005400105 Bradley, 2012, Explanations: if, when, and how they aid service recovery, J. Serv. Market., 26, 41, 10.1108/08876041211199715 Brodie, 2011, Customer engagement: conceptual domain, fundamental propositions, and implications for research, J. Serv. Res., 14, 252, 10.1177/1094670511411703 Brodie, 2013, Consumer engagement in a virtual brand community: an exploratory analysis, J. Bus. Res., 66, 105, 10.1016/j.jbusres.2011.07.029 Casidy, 2015, The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions, J. Retailing Consum. Serv., 27, 103, 10.1016/j.jretconser.2015.07.012 Chen, 2019 Chevalier, 2006, The effect of word of mouth on sales: online book reviews, J. Market. Res., 43, 345, 10.1509/jmkr.43.3.345 Chevalier, 2018, Channels of Impact: user reviews when quality is dynamic and managers respond, Market. Sci., 37, 688, 10.1287/mksc.2018.1090 Choudhury, 2014, CRM to social CRM: the integration of new technologies into customer relationship management, J. Strat. Market., 22, 149, 10.1080/0965254X.2013.876069 De Matos, 2007, Service recovery paradox: a meta-analysis, J. Serv. Res., 10, 60, 10.1177/1094670507303012 Dewnarain, 2019, Social customer relationship management: an integrated conceptual framework, J. Hospit. Market. Manag., 28, 172, 10.1080/19368623.2018.1516588 El-Adly, 2019, Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty, J. Retailing Consum. Serv., 50, 322, 10.1016/j.jretconser.2018.07.007 Greenberg, 2010, The impact of CRM 2.0 on customer insight, J. Bus. Ind. Market., 25, 410, 10.1108/08858621011066008 Groth, 2009, Customer reactions to emotional labor: the roles of employee acting strategies and customer detection accuracy, Acad. Manag. J., 52, 958, 10.5465/amj.2009.44634116 Gu, 2014, First step in social media: measuring the influence of online management responses on customer satisfaction, Prod. Oper. Manag., 23, 570, 10.1111/poms.12043 Hart, 1990, The profitable art of service recovery, Harv. Bus. Rev., 68, 148 Hogreve, 2017, Unveiling the recovery time zone of tolerance: when time matters in service recovery, J. Acad. Market. Sci., 45, 866, 10.1007/s11747-017-0544-7 IiMedia Research IiMedia Research Jaakkola, 2014, The role of customer engagement behavior in value co-creation: a service system perspective, J. Serv. Res., 17, 247, 10.1177/1094670514529187 Kaplan, 2012, The Britney Spears universe: social media and viral marketing at its best, Bus. Horiz., 55, 27, 10.1016/j.bushor.2011.08.009 Karatepe, 2006, Customer complaints and organizational responses: the effects of complainants' perceptions of justice on satisfaction and loyalty, Int. J. Hospit. Manag., 25, 69, 10.1016/j.ijhm.2004.12.008 Kumar, 2016, Competitive advantage through engagement, J. Market. Res., 53, 497, 10.1509/jmr.15.0044 Kumar, 2017, Synergistic effects of social media and traditional marketing on brand sales: capturing the time-varying effects, J. Acad. Market. Sci., 45, 268, 10.1007/s11747-016-0484-7 Labrecque, 2014, Fostering consumer–brand relationships in social media environments: the role of parasocial interaction, J. Interact. Market., 28, 134, 10.1016/j.intmar.2013.12.003 Leckie, 2016, Antecedents of consumer brand engagement and brand loyalty, J. Market. Manag., 32, 558, 10.1080/0267257X.2015.1131735 Li, 2016, Effects of different eWOM supplementary forms on purchase intention: the moderating role of eWOM valence, Acta Psychol. Sin., 48, 722, 10.3724/SP.J.1041.2016.00722 Liu, 2018, Online review response strategy and its effects on competitive performance, Tourism Manag., 67, 180, 10.1016/j.tourman.2018.01.014 Liu, 2016, A structured analysis of unstructured big data by leveraging cloud computing, Market. Sci., 35, 363, 10.1287/mksc.2015.0972 Ma, 2015, The Squeaky Wheel Gets the Grease—an empirical analysis of customer voice and firm intervention on Twitter, Market. Sci., 34, 627, 10.1287/mksc.2015.0912 Magnini, 2007, The service recovery paradox: justifiable theory or smoldering myth?, J. Serv. Market., 21, 213, 10.1108/08876040710746561 Malthouse, 2016, Evidence that user-generated content that produces engagement increases purchase behaviours, J. Market. Manag., 32, 427, 10.1080/0267257X.2016.1148066 Malthouse, 2013, Managing customer relationships in the social media era: introducing the social CRM house, J. Interact. Market., 27, 270, 10.1016/j.intmar.2013.09.008 Mattila, 2005, The impact of choice on fairness in the context of service recovery, J. Serv. Market., 19, 271, 10.1108/08876040510609899 McCollough, 1992, 119 McCollough, 2000, An empirical investigation of customer satisfaction after service failure and recovery, J. Serv. Res., 3, 121, 10.1177/109467050032002 McKee, 2006, Customer self-efficacy and response to service, J. Serv. Res., 8, 207, 10.1177/1094670505282167 Nielsen Oliver, 1999, Whence consumer loyalty?, J. Market., 63, 33, 10.1177/00222429990634s105 Pansari, 2017, Customer engagement: the construct, antecedents, and consequences, J. Acad. Market. Sci., 45, 294, 10.1007/s11747-016-0485-6 Proserpio, 2017, Online reputation management: estimating the impact of management responses on consumer reviews, Market. Sci., 36, 645, 10.1287/mksc.2017.1043 Rauschnabel, 2016, Collaborative brand attacks in social media: exploring the antecedents, characteristics, and consequences of a new form of brand crises, J. Market. Theor. Pract., 24, 381, 10.1080/10696679.2016.1205452 Sheng, 2019, Being active in online communications: firm responsiveness and customer engagement behaviour, J. Interact. Market., 46, 40, 10.1016/j.intmar.2018.11.004 Shi, 2016, A comparative study on the first-time online reviews and appended online reviews, J. Manag. Sci., 29, 45 Shi, 2018, A comparative study into the impact of initial and follow-on online comments on sales, Manag. Rev., 30, 144 Smith, 1999, A model of customer satisfaction with service encounters involving failure and recovery, J. Market. Res., 36, 356, 10.1177/002224379903600305 Song, 2008, Determinants of perceived web site interactivity, J. Market., 72, 99, 10.1509/jmkg.72.2.99 Sparks, 2016, Responding to negative online reviews: the effects of hotel responses on customer inferences of trust and concern, Tourism Manag., 53, 74, 10.1016/j.tourman.2015.09.011 Strauss, 2001, Consumer complaints by exploratory investigation of corporate responses and customer reactions, J. Interact. Market., 15, 63, 10.1002/1520-6653(200124)15:1<63::AID-DIR1004>3.0.CO;2-C Tang, 2014, Is neutral really neutral? The effects of neutral user-generated content on product sales, J. Market., 78, 41, 10.1509/jm.13.0301 Tang, 2018, Timing and compensation strategies in service recovery, J. Serv. Market., 32, 755, 10.1108/JSM-04-2017-0126 Trainor, 2014, Social media technology usage and customer relationship performance: a capabilities-based examination of social CRM, J. Bus. Res., 67, 1201, 10.1016/j.jbusres.2013.05.002 Tsai, 2002, Mechanisms linking employee affective delivery and customer behavioral intentions, J. Appl. Psychol., 87, 1001, 10.1037/0021-9010.87.5.1001 Van Doorn, 2010, Customer engagement behavior: theoretical foundations and research directions, J. Serv. Res., 13, 253, 10.1177/1094670510375599 Van Noort, 2012, Online damage control: the effects of proactive versus reactive webcare interventions in consumer-generated and brand-generated platforms, J. Interact. Market., 26, 131, 10.1016/j.intmar.2011.07.001 Vivek, 2012, Customer engagement: exploring customer relationships beyond purchase, J. Market. Theor. Pract., 20, 122, 10.2753/MTP1069-6679200201 Wang, 2015, Research on how additional review affects perceived usefulness of review, J. Manag. Sci., 28, 102 Wang, 2018, When and how managers' responses to online reviews affect subsequent reviews, J. Market. Res., 55, 163, 10.1509/jmr.15.0511 Wang, 2017, Can social media marketing improve customer relationship capabilities and firm performance? Dynamic capability perspective, J. Interact. Market., 39, 15, 10.1016/j.intmar.2017.02.004 Wang, 2018 Wirtz, 2004, Consumer responses to compensation, speed of recovery and apology after a service failure, Int. J. Serv. Ind. Manag., 15, 150, 10.1108/09564230410532484 Yang, 2019, Prescribing response strategies to manage customer opinions: a stochastic differential equation approach, Inf. Syst. Res., 30, 351, 10.1287/isre.2018.0805 Zhang, 2017, Influence of customer engagement with company social networks on stickiness: mediating effect of customer value creation, Int. J. Inf. Manag., 37, 229, 10.1016/j.ijinfomgt.2016.04.010 Zhang, 2017, Modeling the role of message content and influencers in social media rebroadcasting, Int. J. Res. Market., 34, 100, 10.1016/j.ijresmar.2016.07.003 Zhu, 2018, The future of artificial intelligence in China, Commun. ACM, 61, 44, 10.1145/3239540