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The Squeaky Wheel Gets the Grease—An Empirical Analysis of Customer Voice and Firm Intervention on Twitter

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Cited by:

  1. Schmidt, Christoph G. & Wuttke, David A. & Heese, H. Sebastian & Wagner, Stephan M., 2023. "Antecedents of public reactions to supply chain glitches," International Journal of Production Economics, Elsevier, vol. 259(C).
  2. Judith A. Chevalier & Yaniv Dover & Dina MayzlinDina Mayzlin, 2018. "Channels of Impact: User Reviews When Quality Is Dynamic and Managers Respond," Marketing Science, INFORMS, vol. 37(5), pages 688-709, September.
  3. Yanwen Wang & Chunhua Wu & Ting Zhu, 2019. "Mobile Hailing Technology and Taxi Driving Behaviors," Marketing Science, INFORMS, vol. 38(5), pages 734-755, September.
  4. Kunpeng Zhang & Wendy Moe, 2021. "Measuring Brand Favorability Using Large-Scale Social Media Data," Information Systems Research, INFORMS, vol. 32(4), pages 1128-1139, December.
  5. Anthony Dukes & Yi Zhu, 2019. "Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs," Marketing Science, INFORMS, vol. 38(3), pages 500-515, May.
  6. Joshua S. Gans & Avi Goldfarb & Mara Lederman, 2021. "Exit, Tweets, and Loyalty," American Economic Journal: Microeconomics, American Economic Association, vol. 13(2), pages 68-112, May.
  7. Mingwen Yang & Zhiqiang (Eric) Zheng & Vijay Mookerjee, 2019. "Prescribing Response Strategies to Manage Customer Opinions: A Stochastic Differential Equation Approach," Information Systems Research, INFORMS, vol. 30(2), pages 351-374, June.
  8. Naveen Kumar & Liangfei Qiu & Subodha Kumar, 2022. "A Hashtag Is Worth a Thousand Words: An Empirical Investigation of Social Media Strategies in Trademarking Hashtags," Information Systems Research, INFORMS, vol. 33(4), pages 1403-1427, December.
  9. Maximilian Matthe & Daniel M. Ringel & Bernd Skiera, 2023. "Mapping Market Structure Evolution," Marketing Science, INFORMS, vol. 42(3), pages 589-613, May.
  10. Ning Zhong & David A. Schweidel, 2020. "Capturing Changes in Social Media Content: A Multiple Latent Changepoint Topic Model," Marketing Science, INFORMS, vol. 39(4), pages 827-846, July.
  11. Marchand, André & Hennig-Thurau, Thorsten & Flemming, Jan, 2021. "Social media resources and capabilities as strategic determinants of social media performance," International Journal of Research in Marketing, Elsevier, vol. 38(3), pages 549-571.
  12. Petrova, Maria & Yildirim, Pinar & Sen, Ananya, 2017. "Social Media and Political Donations: New Technology and Incumbency Advantage in the United States," CEPR Discussion Papers 11808, C.E.P.R. Discussion Papers.
  13. Kappe, Eelco & Stadler Blank, Ashley & DeSarbo, Wayne S., 2018. "A random coefficients mixture hidden Markov model for marketing research," International Journal of Research in Marketing, Elsevier, vol. 35(3), pages 415-431.
  14. Zhao, Yan & Wen, Lingling & Feng, Xiangnan & Li, Ran & Lin, Xiaolin, 2020. "How managerial responses to online reviews affect customer satisfaction: An empirical study based on additional reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  15. Jonathan Z. Zhang & Chun-Wei Chang, 2021. "Consumer dynamics: theories, methods, and emerging directions," Journal of the Academy of Marketing Science, Springer, vol. 49(1), pages 166-196, January.
  16. Wakefield, Lane T. & Wakefield, Robin L., 2018. "Anxiety and Ephemeral Social Media Use in Negative eWOM Creation," Journal of Interactive Marketing, Elsevier, vol. 41(C), pages 44-59.
  17. Mochen Yang & Yuqing Ren & Gediminas Adomavicius, 2019. "Understanding User-Generated Content and Customer Engagement on Facebook Business Pages," Information Systems Research, INFORMS, vol. 30(3), pages 839-855, September.
  18. Katsumata, Sotaro & Nishimoto, Akihiro & Kannan, P.K., 2023. "Brand competitiveness and resilience to exogenous shock: Usage of smartphone apps during the COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  19. Shu He & Huaxia Rui & Andrew B. Whinston, 2018. "Social Media Strategies in Product-Harm Crises," Information Systems Research, INFORMS, vol. 29(2), pages 362-380, June.
  20. Naveed Ul Hassan & Bilal Aziz & Maryam Mushtaq, 2017. "Do Macro-Economic and Technical Indicators Matter?- a Principal Component Analysis Approach for Equity Risk Premium Prediction," European Journal of Economics and Business Studies Articles, Revistia Research and Publishing, vol. 3, September.
  21. Emaad Manzoor & George H. Chen & Dokyun Lee & Michael D. Smith, 2020. "Influence via Ethos: On the Persuasive Power of Reputation in Deliberation Online," Papers 2006.00707, arXiv.org.
  22. Yang Gao & Wenjing Duan & Huaxia Rui, 2022. "Does Social Media Accelerate Product Recalls? Evidence from the Pharmaceutical Industry," Information Systems Research, INFORMS, vol. 33(3), pages 954-977, September.
  23. Zhao, Lu & Zhang, Mingli & Ming, Yaxin & Niu, Tao & Wang, Yu, 2023. "The effect of image richness on customer engagement: Evidence from Sina Weibo," Journal of Business Research, Elsevier, vol. 154(C).
  24. Dhaoui, Chedia & Webster, Cynthia M., 2021. "Brand and consumer engagement behaviors on Facebook brand pages: Let's have a (positive) conversation," International Journal of Research in Marketing, Elsevier, vol. 38(1), pages 155-175.
  25. Gui Liberali & Alina Ferecatu, 2022. "Morphing for Consumer Dynamics: Bandits Meet Hidden Markov Models," Marketing Science, INFORMS, vol. 41(4), pages 769-794, July.
  26. Seifedine Kadry* & Fatima Khaled, 2019. "Using Social Media to Attract Customers in Lebanon," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 5(8), pages 1217-1229, 08-2019.
  27. Ao Shen & Peng Wang & Yongyuan Ma, 2022. "When crowding‐in and when crowding‐out? The boundary conditions on the relationship between negative online reviews and online sales," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(6), pages 2016-2032, September.
  28. Maria Petrova & Ananya Sen & Pinar Yildirim, 2021. "Social Media and Political Contributions: The Impact of New Technology on Political Competition," Management Science, INFORMS, vol. 67(5), pages 2997-3021, May.
  29. Lu, Shijie & Xie, Ying & Chen, Xingyu, 2023. "Immediate and enduring effects of digital badges on online content consumption and generation," International Journal of Research in Marketing, Elsevier, vol. 40(1), pages 146-163.
  30. Jordan W. Moffett & Judith Anne Garretson Folse & Robert W. Palmatier, 2021. "A theory of multiformat communication: mechanisms, dynamics, and strategies," Journal of the Academy of Marketing Science, Springer, vol. 49(3), pages 441-461, May.
  31. Wu, Jintao & Wu, Tong & Schlegelmilch, Bodo B., 2020. "Seize the Day: How Online Retailers Should Respond to Positive Reviews," Journal of Interactive Marketing, Elsevier, vol. 52(C), pages 52-60.
  32. David A. Schweidel & Yakov Bart & J. Jeffrey Inman & Andrew T. Stephen & Barak Libai & Michelle Andrews & Ana Babić Rosario & Inyoung Chae & Zoey Chen & Daniella Kupor & Chiara Longoni & Felipe Thomaz, 2022. "How consumer digital signals are reshaping the customer journey," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1257-1276, November.
  33. Reza Mousavi & Monica Johar & Vijay S. Mookerjee, 2020. "The Voice of the Customer: Managing Customer Care in Twitter," Information Systems Research, INFORMS, vol. 31(2), pages 340-360, June.
  34. Elison Ai Ching Lim & Yih Hwai Lee & Maw-Der Foo, 2017. "Frontline employees’ nonverbal cues in service encounters: a double-edged sword," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 657-676, September.
  35. Ramah Al Balawi & Yuheng Hu & Liangfei Qiu, 2023. "Brand Crisis and Customer Relationship Management on Social Media: Evidence from a Natural Experiment from the Airline Industry," Information Systems Research, INFORMS, vol. 34(2), pages 442-462, June.
  36. Erfan Rezvani & Christian Rojas, 2022. "Firm responsiveness to consumers' reviews: The effect on online reputation," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 31(4), pages 898-922, November.
  37. Ma, Liye & Sun, Baohong, 2020. "Machine learning and AI in marketing – Connecting computing power to human insights," International Journal of Research in Marketing, Elsevier, vol. 37(3), pages 481-504.
  38. Bitty Balducci & Detelina Marinova, 2018. "Unstructured data in marketing," Journal of the Academy of Marketing Science, Springer, vol. 46(4), pages 557-590, July.
  39. Amy Pei & Dina Mayzlin, 2022. "Influencing Social Media Influencers Through Affiliation," Marketing Science, INFORMS, vol. 41(3), pages 593-615, May.
  40. Maria Petrova & Ananya Sen & Pinar Yildirim, 2020. "Social Media and Political Contributions: The Impact of New Technology on Political Competition," Papers 2011.02924, arXiv.org.
  41. Marius Johnen & Oliver Schnittka, 2019. "When pushing back is good: the effectiveness of brand responses to social media complaints," Journal of the Academy of Marketing Science, Springer, vol. 47(5), pages 858-878, September.
  42. Halbheer, Daniel & Gärtner, Dennis L. & Gerstner, Eitan & Koenigsberg, Oded, 2018. "Optimizing service failure and damage control," International Journal of Research in Marketing, Elsevier, vol. 35(1), pages 100-115.
  43. Federico Rossi & Gaia Rubera, 2021. "Measuring Competition for Attention in Social Media: National Women’s Soccer League Players on Twitter," Marketing Science, INFORMS, vol. 40(6), pages 1147-1168, November.
  44. Saram Han & Christopher K. Anderson & Kyunghwa Chung, 2023. "Do managerial communications improve customer satisfaction and eWOM? The moderating effect of response authenticity," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
  45. Clarence Lee & Elie Ofek & Thomas J. Steenburgh, 2018. "Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged," Management Science, INFORMS, vol. 64(6), pages 2473-2495, June.
  46. Joaquin Sanchez & Carmen Abril & Michael Haenlein, 2020. "Competitive spillover elasticities of electronic word of mouth: an application to the soft drink industry," Journal of the Academy of Marketing Science, Springer, vol. 48(2), pages 270-287, March.
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