Expressions of gratitude applied to business: a lesson for managing online reviews

Detalhes bibliográficos
Autor(a) principal: Simão, Claudia
Data de Publicação: 2019
Outros Autores: Farias, Ana Rita, Reis, Joana
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.14/38335
Resumo: Online reviews are critical for business thriving, but their management is not often effective. Using data from one Social Media platform, with more than 600 observations of public online interactions between business owners and customers, we showed that a strategic management of online reviews predicts a positive increment of online reputation. Publicly expressing gratitude (Study 1), and specifically, directing these expressions towards beneficial online reviews (Study 2), are effective strategies supporting a general increase of the business online score. These findings identify public expressions of gratitude as a responsive, attentive gesture that signals care and consideration towards customers. Such gesture promotes the online reputation through satisfaction between business-community relationships.
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spelling Expressions of gratitude applied to business: a lesson for managing online reviewsBusinessExpressions of gratitudeOnline reputationOnline reviewsOnline reviews are critical for business thriving, but their management is not often effective. Using data from one Social Media platform, with more than 600 observations of public online interactions between business owners and customers, we showed that a strategic management of online reviews predicts a positive increment of online reputation. Publicly expressing gratitude (Study 1), and specifically, directing these expressions towards beneficial online reviews (Study 2), are effective strategies supporting a general increase of the business online score. These findings identify public expressions of gratitude as a responsive, attentive gesture that signals care and consideration towards customers. Such gesture promotes the online reputation through satisfaction between business-community relationships.Veritati - Repositório Institucional da Universidade Católica PortuguesaSimão, ClaudiaFarias, Ana RitaReis, Joana2022-07-21T14:42:46Z20192019-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.14/38335eng10.31234/osf.io/fpk98info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-07-12T17:43:49Zoai:repositorio.ucp.pt:10400.14/38335Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T18:31:17.828252Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Expressions of gratitude applied to business: a lesson for managing online reviews
title Expressions of gratitude applied to business: a lesson for managing online reviews
spellingShingle Expressions of gratitude applied to business: a lesson for managing online reviews
Simão, Claudia
Business
Expressions of gratitude
Online reputation
Online reviews
title_short Expressions of gratitude applied to business: a lesson for managing online reviews
title_full Expressions of gratitude applied to business: a lesson for managing online reviews
title_fullStr Expressions of gratitude applied to business: a lesson for managing online reviews
title_full_unstemmed Expressions of gratitude applied to business: a lesson for managing online reviews
title_sort Expressions of gratitude applied to business: a lesson for managing online reviews
author Simão, Claudia
author_facet Simão, Claudia
Farias, Ana Rita
Reis, Joana
author_role author
author2 Farias, Ana Rita
Reis, Joana
author2_role author
author
dc.contributor.none.fl_str_mv Veritati - Repositório Institucional da Universidade Católica Portuguesa
dc.contributor.author.fl_str_mv Simão, Claudia
Farias, Ana Rita
Reis, Joana
dc.subject.por.fl_str_mv Business
Expressions of gratitude
Online reputation
Online reviews
topic Business
Expressions of gratitude
Online reputation
Online reviews
description Online reviews are critical for business thriving, but their management is not often effective. Using data from one Social Media platform, with more than 600 observations of public online interactions between business owners and customers, we showed that a strategic management of online reviews predicts a positive increment of online reputation. Publicly expressing gratitude (Study 1), and specifically, directing these expressions towards beneficial online reviews (Study 2), are effective strategies supporting a general increase of the business online score. These findings identify public expressions of gratitude as a responsive, attentive gesture that signals care and consideration towards customers. Such gesture promotes the online reputation through satisfaction between business-community relationships.
publishDate 2019
dc.date.none.fl_str_mv 2019
2019-01-01T00:00:00Z
2022-07-21T14:42:46Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
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status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10400.14/38335
url http://hdl.handle.net/10400.14/38335
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 10.31234/osf.io/fpk98
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eu_rights_str_mv openAccess
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