The value of firm engagement: How do ratings benefit from managerial responses?
نویسندگان
چکیده
This research explores firms' digital presence in an online interactive network. Anchored the literature on firm engagement and firm-generated content, this study discusses empirically examines impact of managerial response to reviews future ratings. A big data approach coupled with text analytics is employed a large field dataset analyse both structured review/response metrics unstructured text. Results show that increase review valence positively associated intensity, promptness, sentiment responses, magnitude effects contingent upon rating status market position. Mixed evidence obtained for comprehensiveness standardisation content. These findings reveal influence network likely be shaped by goodwill signalled responses.
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ژورنال
عنوان ژورنال: Decision Support Systems
سال: 2021
ISSN: ['1873-5797', '0167-9236']
DOI: https://doi.org/10.1016/j.dss.2021.113578