[NRG] Notification: NRG Meeting: Online reputation management: Estimating the... @ Mon Nov 17, 2014 11am - 12pm (NRG Calendar)
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Sun Nov 16 11:00:11 EST 2014
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Title: NRG Meeting: Online reputation management: Estimating the impact of
management responses on hotel reviews (Davide Proserpio)
Online reputation management: Estimating the impact of management responses
on consumer reviews.
Failure to meet a consumer's expectations can result in a negative review,
can have a lasting, damaging impact on a firm's reputation, and its ability
new customers. To mitigate the reputational harm of negative reviews many
publicly respond to them. How effective is this reputation management
improving a firm's reputation? We empirically answer this question by
difference in managerial practice across two hotel review platforms,
Expedia: while hotels regularly respond to their TripAdvisor reviews, they
do so on Expedia. Based on this observation, we use
difference-in-differences to identify
the causal impact of management responses on consumer ratings by comparing
in the TripAdvisor ratings of a hotel following its decision to begin
a baseline of changes in the same hotel's Expedia ratings. We find that
hotels, which account for 55% of hotels in our data, see an average
increase of 0.12 stars
in the TripAdvisor ratings they receive after they start responding.
Moreover, we show
that this increase in ratings does not arise from hotel quality
we find that the increase is consistent with a shift in reviewer selection:
with a poor experience become less likely to leave a negative review when
Joint work with Giorgos Zervas.
When: Mon Nov 17, 2014 11am - 12pm Eastern Time
Where: MCS 148
Calendar: NRG Calendar
* Yuefeng Wang - creator
Invitation from Google Calendar: https://www.google.com/calendar/
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