Business Value of Making Managerial Responses: A Literature Review and Agenda for Future Research

Wenjie Fan*

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionProfessional

Abstract

Along with the prevalence of online customer reviews, a growing body of academic research has investigated the business value of adopting managerial response (MR) service, considering its capability to engage customers proactively. However, conflicting findings have been widely reported on the effect of MR usage in past studies. By synthesizing extant research on the topic, this literature review explicated the reported mechanism of how MR affect business performance and deciphered the causes of contradicting results reported in the extant literature, aiming at offering an agenda for future research. As a result, the study facilitates a more complete understanding on the state-of-art in MR research, which presents the key issues in current and emerging literature and offers a useful reference for the future advance in this field.

Original languageEnglish
Title of host publicationWHICEB 2019 Proceedings
EditorsY Tu
PublisherAssociation for Information Systems
Pages422-430
Number of pages9
Publication statusPublished - 2019
MoE publication typeD3 Professional conference proceedings
EventWuhan International Conference on E-Business - Wuhan, China
Duration: 24 May 201926 May 2019
Conference number: 10

Conference

ConferenceWuhan International Conference on E-Business
Abbreviated titleWHICEB
CountryChina
CityWuhan
Period24/05/201926/05/2019

Keywords

  • Managerial responses
  • online reviews
  • consumer satisfaction
  • business performance
  • response strategy
  • ONLINE REVIEWS
  • MANAGEMENT RESPONSES
  • PERFORMANCE
  • HOTELS
  • IMPACT

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