Publications

Managing responses to online reviews: an opportunity for value co-creation?  (2016)

Authors:
Negri Francesca; Vigolo Vania; Bonfanti Angelo
Title:
Managing responses to online reviews: an opportunity for value co-creation?
Year:
2016
Type of item:
Articolo in Rivista
Tipologia ANVUR:
Articolo su rivista
Language:
Inglese
Format:
A Stampa
Referee:
Name of journal:
MERCATI E COMPETITIVITÀ
ISSN of journal:
1826-7386
N° Volume:
1
Page numbers:
104-121
Keyword:
social media sensemaking, value creation, complaint management, TripAdvisor, hotel service quality, provider-customer interaction
Short description of contents:
Companies use social media differently according to their mental models and specific historical antecedents. Accordingly, service providers’ online interactions with customers can produce different results in terms of value creation. This qualitative study explores the provider’s role in value (co)-creation in social-media contexts. More specifically, it analyses providers’ reactions (i.e. responses and non-responses) to user-generated reviews and investigates what type of value creation derives from the customer-provider online interaction. For this purpose, we collected hotel responses publicly available on TripAdvisor, using the web-based ethnography method. To analyse the data, we combined the social media sensemaking model proposed by Rydèn et al. with the value-creation framework proposed by Grönroos and Voima. The findings contribute to the literature about online value co-creation by suggesting a taxonomy of providers’ reactions to online reviews. As regards managerial implications, we provide recommendations for formulating responses to online reviews.
Web page:
http://www.francoangeli.it/riviste/sommario.asp?IDRivista=125
Product ID:
91335
Handle IRIS:
11562/937815
Last Modified:
August 28, 2017
Bibliographic citation:
Negri Francesca; Vigolo Vania; Bonfanti Angelo, Managing responses to online reviews: an opportunity for value co-creation? «MERCATI E COMPETITIVITÀ» , vol. 12016pp. 104-121

Consulta la scheda completa presente nel repository istituzionale della Ricerca di Ateneo IRIS

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