全球智库信息集成服务系统(G2TT): Channels of Impact: User Reviews when Quality is Dynamic and Managers Respond

G2TT

来源类型	Working Paper
规范类型	报告
DOI	10.3386/w23299
来源ID	Working Paper 23299
	Channels of Impact: User Reviews when Quality is Dynamic and Managers Respond
	Judith A. Chevalier; Yaniv Dover; Dina Mayzlin
发表日期	2017-04-03
出版年	2017
语种	英语
摘要	We examine the effect of managerial response on consumer voice in a dynamic quality environment. We argue that, in this environment, the consumer is motivated to write reviews by, in addition to altruism, the possibility that the reviews will impact the quality of the service directly. We examine this empirically in a scenario in which reviewers receive a credible signal that the service provider is listening. Specifically, we examine the managerial response feature allowed by many review platforms. We hypothesize that managerial responses will stimulate reviewing activity and that, because managers respond more and in more detail to negative reviews, we hypothesize that managerial responses will particularly stimulate negative reviewing activity. Using a multiple-differences specification, we show that reviewing activity and particularly negative reviewing is indeed stimulated by managerial response. Our specification exploits comparison of the same hotel immediately before and after response initiation and compares a given hotels reviewing activity on sites with review response initiation to sites that do not allow managerial response.
主题	Industrial Organization ; Market Structure and Firm Performance ; Industry Studies ; Other ; Accounting, Marketing, and Personnel
URL	https://www.nber.org/papers/w23299
来源智库	National Bureau of Economic Research (United States)
引用统计
资源类型	智库出版物
条目标识符	http://119.78.100.153/handle/2XGU8XDN/580973
推荐引用方式 GB/T 7714	Judith A. Chevalier,Yaniv Dover,Dina Mayzlin. Channels of Impact: User Reviews when Quality is Dynamic and Managers Respond. 2017.

条目包含的文件
文件名称/大小	资源类型	版本类型	开放类型	使用许可
w23299.pdf（376KB）	智库出版物		限制开放	CC BY-NC-SA	浏览