Managers increasingly address client feedback online, a practice known as webcare. Based
on a systematic literature review on webcare, we provide a framework that aims to identify …

AI is widely thought to be poised to transform business, yet current perceptions of the scope
of this transformation may be myopic. Recent progress in natural language processing …

A growing number of enterprises begin to utilize user-generated content (UGC) to help build
brand awareness and loyalty on social media platforms. Thus, it is important to investigate …

The progress of IT technology such as social network and mobile payment and the change
of social economic environment promote the emergence of sharing economy. As a …

With the rapid development of information technology, platform-facilitated collaborative
consumption has recently become attractive to consumers. A comparative study of …

Review usefulness represents a vital indicator for evaluating the quality of online reviews in
the tourism industry, and various heuristic cues have been recognized as determinants of …

Purpose This study aims to explore how the local tour guides (LTGs) operate through the
sharing economy platform. This study explores how LTGs have responded to the COVID-19 …

Understanding the effect of managerial response on online review management has
attracted the attention of scholars in recent years. However, the effect of personalized …

There is limited systematic research on managerial response strategies to online customer
complaints and negative reviews. In this paper, we synthesize justice theory and service …

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