Modelling management response and online reviews for improved financial performance of hospitals.
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DOI: 10.1097/xeb.0000000000000205
Abstract: Hospitals are increasingly changing their online review strategy from active listening to proactive engagement to ensure proper responses to patients. Reviews of and responses from hospitals vary in different regions of the world, thereby the… read more here.
Keywords: online reviews; management; performance; performance hospitals ... See more keywords
The Role of Humor in Management Response to Positive Consumer Reviews
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DOI: 10.1177/10949968221083095
Abstract: Marketing managers increasingly monitor their company's online reputation and respond to online consumer reviews on various digital platforms. The current literature provides valuable insights into effectively initiating management response (MR) to negative reviews. However, research… read more here.
Keywords: management response; consumer; consumer reviews; humor ... See more keywords