Pubblicazioni

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

Autori:
Negri Francesca; Vigolo Vania; Bonfanti Angelo
Titolo:
Managing responses to online reviews: an opportunity for value co-creation?
Anno:
2016
Tipologia prodotto:
Articolo in Rivista
Tipologia ANVUR:
Articolo su rivista
Lingua:
Inglese
Formato:
A Stampa
Referee:
Nome rivista:
MERCATI E COMPETITIVITÀ
ISSN Rivista:
1826-7386
N° Volume:
1
Intervallo pagine:
104-121
Parole chiave:
social media sensemaking, value creation, complaint management, TripAdvisor, hotel service quality, provider-customer interaction
Breve descrizione dei contenuti:
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.
Pagina Web:
http://www.francoangeli.it/riviste/sommario.asp?IDRivista=125
Id prodotto:
91335
Handle IRIS:
11562/937815
ultima modifica:
28 agosto 2017
Citazione bibliografica:
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

Progetti Collegati
Titolo Dipartimento Responsabili
Responding to guests’ online reviews Dipartimento Economia Aziendale Vania Vigolo
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