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Online word-of-mouth and management ...

Kim, Jongmin.

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Online word-of-mouth and management response.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Online word-of-mouth and management response./
Author:	Kim, Jongmin.
Description:	118 p.
Notes:	Source: Dissertation Abstracts International, Volume: 77-05(E), Section: A.
Contained By:	Dissertation Abstracts International77-05A(E).
Subject:	Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3742881
ISBN:	9781339355016

Online word-of-mouth and management response.
Kim, Jongmin.

Online word-of-mouth and management response. - 118 p.

Source: Dissertation Abstracts International, Volume: 77-05(E), Section: A.

Thesis (Ph.D.)--The University of Texas at Dallas, 2015.

The objective of these three essays is to understand the impacts of online word-of-mouth and management response to consumers' decisions and their satisfaction.

ISBN: 9781339355016Subjects--Topical Terms:

536353
Marketing.

Online word-of-mouth and management response.
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020 $a 9781339355016
035 $a (MiAaPQ)AAI3742881
035 $a AAI3742881
040 $a MiAaPQ $c MiAaPQ
100 1 $a Kim, Jongmin. $3 1900528
245 1 0 $a Online word-of-mouth and management response.
300 $a 118 p.
500 $a Source: Dissertation Abstracts International, Volume: 77-05(E), Section: A.
500 $a Advisers: B. P. S. Murthi; Brian T. Ratchford.
502 $a Thesis (Ph.D.)--The University of Texas at Dallas, 2015.
520 $a The objective of these three essays is to understand the impacts of online word-of-mouth and management response to consumers' decisions and their satisfaction.
520 $a In the first essay, we investigate the dynamic relationship between online consumer reviews and management responses. To do this, we employ the panel vector autoregressive (PVAR) model. Our approach incorporates the interrelated relationships between the endogenous variables. We find that a firm's specific responses to positive reviews are positively related to consumer ratings and sentiment, but generic responses to negative reviews are negatively related to future ratings. In the second essay, we examine the impacts of conflicting information from multiple sources on the same product. To do this, we exploit the regression discontinuity design (RD), a kind of quasi-experimental research design. We find that if two information sources are inconsistent, customers tend to consider the difference in their decision-making process. The effect of information inconsistency from multiple sources could be moderated by contextual factors such as the number of customer reviews on each source and the organizational differences between the websites.
520 $a In the third essay, we try to answer whether a firm's management should respond more to positive reviews or to negative reviews and whether management response strategies, such as proactive and reactive, play a critical role in determining the change in customer satisfaction. We find that management response has a positive impact on customer satisfaction regardless of the type of customer review, additionally we find that the proactive approach positively moderates the impacts of management responses on customer satisfaction.
590 $a School code: 0382.
650 4 $a Marketing. $3 536353
690 $a 0338
710 2 $a The University of Texas at Dallas. $b Management Science. $3 2095390
773 0 $t Dissertation Abstracts International $g 77-05A(E).
790 $a 0382
791 $a Ph.D.
792 $a 2015
793 $a English
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3742881