Since their inception more than 15 years ago, social media have become a vibrant research
topic in business and economics research. This article presents an integrative literature …

Negative online reviews can drastically influence consumer behavior and business
strategies. Recent attention on the subject demonstrates its importance in the consumer and …

Text-based customer service is emerging as an important channel through which companies
can assist customers. However, the use of few identity cues may cause customers to feel …

Large firms are leaders in disaster response and communication. We study how firms
communicate on social media during various disasters and the relationship between their …

Online reviews exert a considerable influence on consumer purchase behavior, yet there
remains ambiguity about the most effective managerial response strategies for positive and …

Logistics issues in cross-border online shop** have become an important hotspot for
customer complaints. However, limited research has explored how poor logistics service …

Social media has become a vital platform for voicing product-related experiences that may
not only reveal product defects, but also impose pressure on firms to act more promptly than …

We study how firms respond to online customer reviews in a competitive market where they
jostle with one another for sales based on online ratings. The focus of this paper is on how …

Purpose The purpose of this empirical research is to investigate the influence of interactive
virtually present others (VPOs) on a firm response and customers' reiterated complaints …

With the explosion of social media systems and collaborative social networks has come the
challenge to evaluate whether new measures of information systems success are needed …