Measuring the value of managerial responses to online reviews - A natural experiment of two online travel agencies;Mesurer la valeur des réponses managériales aux commentaires des clients: Étude expérimentale de deux agences de voyage en ligne

ICIS 2008 Proceedings - Twenty Ninth International Conference on Information Systems

Volumn , Issue , 2008, Pages

  Ye, Qiang ^a   Gu, Bin ^b   Chen, Wei ^c   Law, Rob ^c  

^a HARBIN INSTITUTE OF TECHNOLOGY   (China)

^b UNIVERSITY OF TEXAS AT AUSTIN   (United States)

^c HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

Managerial responses; Natural experiment; Online reviews; Travel industry

Indexed keywords

HOTEL BOOKING; MANAGERIAL RESPONSES; NATURAL EXPERIMENT; ONLINE CUSTOMERS; PRODUCT SALES; SIGNIFICANT IMPACTS; TRAVEL AGENCY; TRAVEL AGENTS; TRAVEL INDUSTRY;

EXPERIMENTS; HOTELS; INDUSTRY; INFORMATION SYSTEMS; SALES;

MANAGERS;

EID: 84870965410     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (14)

1. Anderson, E.W. "Customer Satisfaction and Word of Mouth, " Journal of Service Research, (1:1), 1998, pp. 5-17.
2. Cheung, C.M.Y., Shek, S.P.W., and Sia, C.L. "Virtual Community of Consumers: Why People are willing to Contribute?" in Proceedings of the 8th Pacific-Asia Conference on Information Systems, 2004, pp. 2100-2107.
3. Chevlier, J.A. and Mayzlin, D. "The Effect of Word of Mouth on Sales: Online Book Reviews, " Journal of Marketing Research, (43:3), 2006, pp. 345-354.
4. Dellarocas, C. "The Digitization of Word of Mouth: Promise and Challenges of Online Feedback Mechanisms, " Management Science, (49:10), 2003, pp. 1407-1424.
5. Duan W. J., Gu B., and Whinston A. B. "The Dynamics of Online Word-of-Mouth and Product Sales-An Empirical Investigation of the Movie Industry", Journal of Retailing, 2008 (forthcoming)
6. Godbole N., Srinivasaiah, M., and Skiena, S. "Large Scale Sentiment Analysis for News and Blogs, " in Proceedings of the 2007 International Conference on Weblogs and Social Media (ICWSM'2007), Boulder Colorado, USA, March 2007. pp. 1-4
7. Goldenberg, J., Libai, B., and Muller, E. "Talk of the Network: A Complex Systems Look at the Underlying Process of Word-of-Mouth. " Marketing Letters, (12:3), 2001, pp. 211-223.
8. Pan, B., MacLaurin, T., and Crotts, J. "Travel Blogs and the Implications for Destination Marketing, " Journal of Travel Research, (46:1), 2007, pp. 35-45.
9. Pavlou, P.A., and Dimoka, A. "The Nature and Role of Feedback Text Comments in Online Marketplaces: Implications for Trust Building, Price Premiums, and Seller Differentiation" Information Systems Research, (17:4), December, 2006, pp. 392-414.
10. Pavlou, P. A., Liang, H. and Xue Y. "Understanding and Mitigating Uncertainty in Online Environments: A Principal-Agent Perspective, " MIS Quarterly (31:1), 2007, pp. 105-136.
11. Benbasat, I., Gefen, D., and Pavlou P. A. "A Research Agenda for Trust in Online Environments, " Journal of Management Information Systems, (24:4), 2008, pp. 275-286
12. Sigala M, Lockwood A, and Jones P. "Strategic implementation and IT: gaining competitive advantage from the hotel reservations process, " International Journal of Contemporary Hospitality Management (13:7), 2001, pp. 364-371
13. Stokes, D., and Lomax, W. "Taking control of word of mouth marketing: the case of an entrepreneurial hotelier, " Journal of Small Business and Enterprise Development, (9:4), 2002, pp. 349-357
14. Zhu, F., and Zhang, X. "The influence of online consumer reviews on the demand for experience goods: the case of video games, " in Proceedings of Twenty-Seventh International Conference on Information Systems (ICIS), Milwaukee, December, 2006, pp. 367-382