Exit, Voice, and Response on Digital Platforms: An Empirical Investigation of Online Management Response Strategies
Abstract
In the past decade, we have witnessed the growing importance of management responses to online reviews on digital platforms. In this study, we examine the impact of online management responses on business performance and their spillover effect on nearby businesses. By adopting multiple causal identification strategies to address the issue of self-selected responses, we find that the responses by a business owner play a significant role in the...
Paper Details
Title
Exit, Voice, and Response on Digital Platforms: An Empirical Investigation of Online Management Response Strategies
Published Date
Dec 1, 2018
Journal
Volume
29
Issue
4
Pages
849 - 870
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