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Responding to Reviews Expressing Different Emotional Arousal Levels: The Effect of Managerial Response on Multi-Dimensional Ratings
International Conference on Information Systems
Managerial response (MR) has become a popular tool to handle negative reviews. Although the effect of MR on brand evaluation and consumer satisfaction is well recognized, there is limited work examining consumers' emotional arousal expressed in reviews and the effect of MR to such reviews in the context of multi-dimensional rating systems. Utilizing a dataset from a restaurant review platform, this study aims to investigate whether the impacts of MR on the changes of multi-dimensional ratingsdblp:conf/icis/HuangHG20 fatcat:zle4aewy7jh6dciowvl35dfyae