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

Detalhes bibliográficos
Autor(a) principal: Farias, Ana R.
Data de Publicação: 2022
Outros Autores: Simão, Cláudia, 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/10400.14/38913
Resumo: Online reviews are critical for businesses to thrive, but their management is not often effective. Using data from social media platforms, with more than 600 observations of public online interactions between business owners and customers, we showed that 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 reviewsOnline reviews are critical for businesses to thrive, but their management is not often effective. Using data from social media platforms, with more than 600 observations of public online interactions between business owners and customers, we showed that 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 PortuguesaFarias, Ana R.Simão, CláudiaReis, Joana2022-09-16T09:46:47Z20222022-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.14/38913eng2578-186310.1155/2022/535318585135136116000889277700002info: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:RCAAP2024-01-23T01:42:39Zoai:repositorio.ucp.pt:10400.14/38913Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T18:31:47.220789Repositório 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
Farias, Ana R.
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 Farias, Ana R.
author_facet Farias, Ana R.
Simão, Cláudia
Reis, Joana
author_role author
author2 Simão, Cláudia
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 Farias, Ana R.
Simão, Cláudia
Reis, Joana
description Online reviews are critical for businesses to thrive, but their management is not often effective. Using data from social media platforms, with more than 600 observations of public online interactions between business owners and customers, we showed that 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 2022
dc.date.none.fl_str_mv 2022-09-16T09:46:47Z
2022
2022-01-01T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
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dc.identifier.uri.fl_str_mv http://hdl.handle.net/10400.14/38913
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dc.language.iso.fl_str_mv eng
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