.../implications This study enriches the knowledge system on managerial responses by proposing two specific response strategies to positive reviews that can be adopted by peer-to-peer accommodation hosts and by finding the promoting impact of these strategies on subsequent review volumes. Practical...

...Xiaoxian Ji; Juan Luis Nicolau; Xianwei Liu Purpose Repeat customers play an important role in the restaurant sector. Previous studies have confirmed the positive effect of managerial responses on customer relationship management. However, the practice of managerial response strategies toward...

... on these emerging platforms. Online review Sharing economy Managerial response Response behavior In service industries, managerial response is one of the most common and effective strategies to recover from a service failure. Many studies have found that providing a response to consumers can...

...Karen L. Xie; Zili Zhang; Ziqiong Zhang; Amrik Singh; Seul Ki Lee A sample of 56,284 consumer reviews and 10,793 managerial responses for 1,045 hotels was retrieved from TripAdvisor, along with 30,232 performance records matched to these hotels on a quarterly basis. This study finds...