Responding to Online Reviews

2012 ◽  
Vol 54 (1) ◽  
pp. 64-73 ◽  
Author(s):  
Sun-Young Park ◽  
Jonathan P. Allen
Keyword(s):  
Social Media ◽  
Online Reviews ◽  
Western United States ◽  
Communication Style ◽  
Management Styles ◽  
Collaborative Communication ◽  
Customer Reviews ◽  
Strategic Approach ◽  
Ongoing Relationship ◽  
Internal Communications

Using online reviews in the co-creation of the service experience remains an attractive but elusive goal, based on case studies of how four high-end hotels in the western United States respond to customers’ reviews posted on TripAdvisor. Chosen specifically because they represent two divergent approaches for responding to reviews, the two sets of hotels provide a springboard for further study of how hotels can interact with customers through social media. Two of the hotels regularly responded publicly to guest comments, whereas the other two almost never posted answers to guest complaints—even though they monitored and reacted to those complaints. A comparison of management styles from the two sets of hotels was disparate in the following three areas: perceived accuracy of online reviews, internal communications style, and the approach to using online reviews for management purposes. First, hotels that responded frequently considered posted reviews to be an honest gauge of consumer sentiment, whereas nonresponders believed that reviews represented only extremely positive or negative views. Second, frequent responders had a collaborative communication style that involved regular meetings and consultations, whereas the infrequent responders (IRs) met only as needed. Some of the IRs also typically relied on an external corporate manager to handle social media, whereas the frequent responders commonly used internal staff. Finally, while all the hotels viewed posted comments as one mechanism to identify and solve customer problems, only one hotel went beyond that to make customer reviews a part of a strategic approach to an ongoing relationship.

Customer Online Feedback with an Identity Versus No Identity: The Influence on Review Comments

2021 ◽  
pp. 109634802098888
Author(s):  
Dan Jin ◽  
Robin B. DiPietro ◽  
Nicholas M. Watanabe
Keyword(s):  
Online Community ◽  
Online Reviews ◽  
Purchasing Behavior ◽  
Mediation Effects ◽  
Driven Systems ◽  
Customer Reviews ◽  
Significant Difference ◽  
Online Feedback ◽  
The Relationship

As customers’ consumption is increasingly dominated by technology-driven systems, online self-verification becomes an important aspect of customers’ online purchasing behavior and plays a significant role in shaping social interactions in the online community. Across two studies, we examine whether online self-verification with an identity versus without an identity will lead to the different quality of online reviews. Study 1 used topic modeling with actual data stripped from Facebook and TripAdvisor customer online review sites and showed no difference between customer reviews underpinned with an identity or without. Likewise, Study 2 used an experimental design and found no significant difference between customer reviews with or without an identity. However, significant mediation effects of social ties and social capital were found when measuring the relationship between online self-verification and customer reviews. The findings build on the literature of user-generated online reviews and have important implications for academics and hospitality practitioners.

scholarly journals Humans rely more on algorithms than social influence as a task becomes more difficult

2021 ◽  
Vol 11 (1) ◽  
Author(s):  
Eric Bogert ◽  
Aaron Schecter ◽  
Richard T. Watson
Keyword(s):  
Decision Making ◽  
Social Media ◽  
Social Influence ◽  
Correct Answer ◽  
Online Reviews ◽  
Personal Networks ◽  
Human Judgment ◽  
Individual Decision ◽  
Individual Decision Making

AbstractAlgorithms have begun to encroach on tasks traditionally reserved for human judgment and are increasingly capable of performing well in novel, difficult tasks. At the same time, social influence, through social media, online reviews, or personal networks, is one of the most potent forces affecting individual decision-making. In three preregistered online experiments, we found that people rely more on algorithmic advice relative to social influence as tasks become more difficult. All three experiments focused on an intellective task with a correct answer and found that subjects relied more on algorithmic advice as difficulty increased. This effect persisted even after controlling for the quality of the advice, the numeracy and accuracy of the subjects, and whether subjects were exposed to only one source of advice, or both sources. Subjects also tended to more strongly disregard inaccurate advice labeled as algorithmic compared to equally inaccurate advice labeled as coming from a crowd of peers.

scholarly journals Producing deflective online strategies: Lessons from New Zealand women’s management of social media engagement

2021 ◽  
pp. 1-16
Author(s):  
Sarah Hendrica Bickerton ◽  
Karl Löfgren
Keyword(s):  
Social Media ◽  
New Zealand ◽  
Public Engagement ◽  
Analytical Approach ◽  
Gender Effect ◽  
Social Location ◽  
Strategic Approach ◽  
Online Strategies ◽  
Twitter Users ◽  
Different Levels

Public engagement is a gendered experience, whether offline or online, something which is reflected in women’s experiences of social media. In this article, we seek to systematically explore the experiences from politically engaged women twitter users in New Zealand in order to draw some lessons, through a thematic and interpretative analytical approach, at four different strategic levels on how to deflect intimidating and aggressive behaviour. We conclude that understanding strategically how structural social locations like gender effect the ability to contribute to political participation and engagement, if addressed, can produce more inclusive and productive online political and policy spaces. Further, this strategic approach involves connecting together different levels of response to online negativity such as platform tools, space-curation, and monitoring, having these made coherent with each other, as well as with this strategic understanding of how structural social location plays into access and use of online political and policy spaces.

scholarly journals Negative online reviews and webcare strategies in social media: effects on hotel attitude and booking intentions

2018 ◽  
Vol 23 (4) ◽  
pp. 418-422 ◽  
Author(s):  
Ana B. Casado-Díaz ◽  
Luisa Andreu ◽  
Susanne C. Beckmann ◽  
Caitlin Miller
Keyword(s):  
Social Media ◽  
Media Effects ◽  
Online Reviews ◽  
Booking Intentions

scholarly journals STRATEGIC PLANNING AND CRISIS MANAGEMENT STYLES IN ORGANIZATIONS: A REVIEW OF RELATED LITERATURE

2020 ◽  
Vol 5 (1) ◽  
pp. 36 ◽  
Author(s):  
Ebere Chika JOHN-EKE ◽  
John Kalu EKE
Keyword(s):  
Strategic Planning ◽  
Crisis Management ◽  
Management Style ◽  
Management Team ◽  
Management Styles ◽  
Related Literature ◽  
Minimal Loss ◽  
Strategic Approach ◽  
Major Disaster ◽  
Negative Effect

Purpose: This study examined the influence of strategic planning and crisis management style in an organization.Methodology: The approach adopted is theoretical because it was assessed based on extant literature.Findings: The result of the findings revealed that strategic planning enhances management of crisis. Also, any crisis management style applied at a given catastrophe will determine if the destruction will be minor or major disaster. Lastly, organization that employs strategic approach to crisis management style will be pro-active in managing crisis.Recommendation: for any organization to seal through crisis with minimal loss, they should incorporate strategic approach to crisis management and also put in place strategic/crisis management team that will be able to manage crisis within the shortest period of time. Finally, employees should be trained and retained on the positive and negative effect of crisis; they should also be sensitized on how to adapt to changing circumstances that might occur before, during and after crisis.

Sharing tourism experiences in social media

2017 ◽  
Vol 29 (1) ◽  
pp. 179-225 ◽  
Author(s):  
Marios D. Sotiriadis
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Academic Research ◽  
Online Reviews ◽  
Content Type ◽  
Main Research ◽  
Research Themes ◽  
Consumer Perspective ◽  
Use Of Social Media ◽  
The Impact

Purpose The purpose of this paper is twofold: to perform a synthesis of academic research published between 2009 and 2016 regarding the changes in tourism consumer behavior brought about by the use of social media (SM); and to suggest a set of strategies for tourism businesses to seize opportunities and deal with resulting challenges. Design/methodology/approach A volume of 146 peer-reviewed journal articles were retrieved from two major databases. Content analysis of this academic research has been performed, exploring the effects of online reviews on tourism consumers and providers. Findings The content analysis identified three main research themes that were investigated by scholars and classified into two major categories, namely, consumer perspective and provider perspective: the antecedents (factors motivating and influencing tourists); the influence of online reviews on consumer behaviour; and the impact of these reviews on tourism businesses (providers’ perspective). Research limitations/implications This study is based on a literature review and outcomes reported by previous studies; hence, the suggestions are indicative rather than conclusive. Some publication sources were not included. Practical implications This paper suggests a range of adequate strategies, along with operational actions, formulated for industry practitioners in the fields of management and marketing. Originality/value It provides an update of the state of published academic research into SM and an integrated set of management and marketing strategies for tourism providers in seizing the opportunities and dealing with the challenges raised in a digital context.

Determining banking service attributes from online reviews: text mining and sentiment analysis

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Divya Mittal ◽  
Shiv Ratan Agrawal
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Sentiment Analysis ◽  
Banking Sector ◽  
Online Reviews ◽  
Socioeconomic Background ◽  
Content Type ◽  
Customer Reviews ◽  
Banking Service ◽  
The Interest Rate

PurposeThe current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors.Design/methodology/approachA total of 32,217 customer reviews were collected across 29 top banks on bankbazaar.com posted from 2014 to 2021. In total three conceptual models were developed and evaluated employing regression analysis.FindingsThe study revealed that all variables were found to be statistically significant and affect customer satisfaction in their respective models except the interest rate.Research limitations/implicationsThe study is confined to the geographical representation of its subjects' i.e. Indian customers. A cross-cultural and socioeconomic background analysis of banking customers in different countries may help to better generalize the findings.Practical implicationsThe study makes essential theoretical and managerial contributions to the existing literature on services, particularly the banking sector.Originality/valueThis paper is unique in nature that focuses on banking customer satisfaction from online reviews and ratings using text mining and sentiment analysis.

Assessing Landscape Condition Relative to Water Resources in the Western United States: A Strategic Approach

2000 ◽  
pp. 227-245 ◽  
Author(s):  
K. Bruce Jones ◽  
Daniel T. Heggem ◽  
Timothy G. Wade ◽  
Anne C. Neale ◽  
Donald W. Ebert ◽  
...  
Keyword(s):  
United States ◽  
Water Resources ◽  
Western United States ◽  
Strategic Approach

Using Social Media in the Workplace

2014 ◽  
pp. 146-161 ◽  
Author(s):  
Karen Mishra ◽  
Khaner Walker ◽  
Aneil Mishra
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Human Resources ◽  
Employee Engagement ◽  
Internal Communication ◽  
Marketing Social ◽  
Communication Practices ◽  
Internal Communications ◽  
Relations Marketing

This chapter examines the internal communication practices of Lenovo, a $34 billion Fortune Global 500 technology company, and the world's second-largest PC vendor. In particular, this study examines how this company uses social media as a method of internal communications in fostering employee engagement. Internal communications is generally led by marketing or PR professionals with expertise in human resources, public relations, marketing, social media, and/or employee engagement. One new way that companies are extending internal communication is by developing the use of their company intranets. Intranets can support an organization by sharing accurate company information on a timely basis. This chapter describes how Lenovo has developed and uses its Lenovo Central intranet to engage employees in its mission and vision.

Sign in / Sign up

Export Citation Format

Share Document