{"id":"https://openalex.org/W4383337255","doi":"https://doi.org/10.1016/j.ijhm.2023.103558","title":"To Respond or Not to Respond? The Reviewer- and Review Content-related Influencers on Managerial Response Decision Towards Customer Reviews","display_name":"To Respond or Not to Respond? The Reviewer- and Review Content-related Influencers on Managerial Response Decision Towards Customer Reviews","publication_year":2023,"publication_date":"2023-07-06","ids":{"openalex":"https://openalex.org/W4383337255","doi":"https://doi.org/10.1016/j.ijhm.2023.103558"},"language":"en","primary_location":{"id":"doi:10.1016/j.ijhm.2023.103558","doi":"https://doi.org/10.1016/j.ijhm.2023.103558","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.ijhm.2023.103558","pdf_url":null,"source":{"id":"https://openalex.org/S148599315","display_name":"International Journal of Hospitality Management","issn_l":"0278-4319","issn":["0278-4319","1873-4693"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"International Journal of Hospitality Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://doi.org/10.1016/j.ijhm.2023.103558","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5101504265","display_name":"Jiajun Wu","orcid":"https://orcid.org/0000-0002-1864-9970","observed_orcids":["https://orcid.org/0000-0002-1864-9970"]},"institutions":[{"id":"https://openalex.org/I4210149962","display_name":"Sanming University","ror":"https://ror.org/044pany34","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210149962"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Jiajun Wu","raw_affiliation_strings":["School of Economics and Management, Sanming University, No. 25 Jingdong Road, Sanming, Fujian 365001, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Sanming University, No. 25 Jingdong Road, Sanming, Fujian 365001, China","institution_ids":["https://openalex.org/I4210149962"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101953719","display_name":"Jun Ye","orcid":"https://orcid.org/0000-0002-3219-2196","observed_orcids":["https://orcid.org/0000-0002-3219-2196"]},"institutions":[{"id":"https://openalex.org/I191208505","display_name":"Xiamen University","ror":"https://ror.org/00mcjh785","country_code":"CN","type":"education","lineage":["https://openalex.org/I191208505"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Jun Ye","raw_affiliation_strings":["School of Management, Xiamen University, No. 422 Siming South Road, Xiamen, Fujian 361005, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management, Xiamen University, No. 422 Siming South Road, Xiamen, Fujian 361005, China","institution_ids":["https://openalex.org/I191208505"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101586938","display_name":"Kun Zhou","orcid":"https://orcid.org/0000-0002-2642-2899","observed_orcids":["https://orcid.org/0000-0002-2642-2899"]},"institutions":[{"id":"https://openalex.org/I27357992","display_name":"Dalian University of Technology","ror":"https://ror.org/023hj5876","country_code":"CN","type":"education","lineage":["https://openalex.org/I27357992"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Kun Zhou","raw_affiliation_strings":["School of Economics and Management, Dalian University of Technology, No. 2 Linggong Road, Dalian, Liaoning 116024, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Dalian University of Technology, No. 2 Linggong Road, Dalian, Liaoning 116024, China","institution_ids":["https://openalex.org/I27357992"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5100625782","display_name":"Liwei Chen","orcid":"https://orcid.org/0000-0002-8458-5661","observed_orcids":["https://orcid.org/0000-0002-8458-5661","https://orcid.org/0009-0005-7295-0245"]},"institutions":[{"id":"https://openalex.org/I4210149962","display_name":"Sanming University","ror":"https://ror.org/044pany34","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210149962"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Liwei Chen","raw_affiliation_strings":["School of Mechanical and Electrical Engineering, Sanming University, No. 25 Jingdong Road, Sanming, Fujian 365001, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Mechanical and Electrical Engineering, Sanming University, No. 25 Jingdong Road, Sanming, Fujian 365001, China","institution_ids":["https://openalex.org/I4210149962"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5101953719"],"corresponding_institution_ids":["https://openalex.org/I191208505"],"apc_list":{"value":3540,"currency":"USD","value_usd":3540},"apc_paid":null,"fwci":5.61,"has_fulltext":false,"cited_by_count":13,"citation_normalized_percentile":{"value":0.95495148,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":99},"biblio":{"volume":"114","issue":null,"first_page":"103558","last_page":"103558"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/online-reviews","display_name":"online reviews","score":0.7390000224113464},{"id":"https://openalex.org/keywords/review-content","display_name":"review content","score":0.5479999780654907},{"id":"https://openalex.org/keywords/reviewer-experience","display_name":"reviewer experience","score":0.7749999761581421},{"id":"https://openalex.org/keywords/negative-reviews","display_name":"negative reviews","score":0.8230000138282776},{"id":"https://openalex.org/keywords/positive-reviews","display_name":"positive reviews","score":0.7929999828338623},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.5789999961853027}],"concepts":[{"id":"https://openalex.org/C26011011","wikidata":"https://www.wikidata.org/wiki/Q6030243","display_name":"Influencer marketing","level":4,"score":0.7765724658966064},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6369136571884155},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5556356310844421},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.41047102212905884},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3277828097343445},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.32140177488327026},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.2460399568080902},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.1995098888874054},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.19833287596702576},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.18141385912895203},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.07410460710525513},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/j.ijhm.2023.103558","doi":"https://doi.org/10.1016/j.ijhm.2023.103558","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.ijhm.2023.103558","pdf_url":null,"source":{"id":"https://openalex.org/S148599315","display_name":"International Journal of Hospitality Management","issn_l":"0278-4319","issn":["0278-4319","1873-4693"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"International Journal of Hospitality Management","raw_type":"journal-article"},{"id":"doi:10.2139/ssrn.4708198","doi":"https://doi.org/10.2139/ssrn.4708198","is_oa":true,"landing_page_url":"https://doi.org/10.2139/ssrn.4708198","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"posted-content"}],"best_oa_location":{"id":"doi:10.1016/j.ijhm.2023.103558","doi":"https://doi.org/10.1016/j.ijhm.2023.103558","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.ijhm.2023.103558","pdf_url":null,"source":{"id":"https://openalex.org/S148599315","display_name":"International Journal of Hospitality Management","issn_l":"0278-4319","issn":["0278-4319","1873-4693"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"International Journal of Hospitality Management","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[{"id":"https://openalex.org/G1324224640","display_name":null,"funder_award_id":"2021J01038","funder_id":"https://openalex.org/F4320321878","funder_display_name":"Natural Science Foundation of Fujian Province"},{"id":"https://openalex.org/G1732757035","display_name":null,"funder_award_id":"22YG13S","funder_id":"https://openalex.org/F3912470596","funder_display_name":"Sanming University"},{"id":"https://openalex.org/G4295114847","display_name":null,"funder_award_id":"72172131","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"}],"funders":[{"id":"https://openalex.org/F3912470596","display_name":"Sanming University","ror":"https://ror.org/044pany34"},{"id":"https://openalex.org/F4320306076","display_name":"National Science Foundation","ror":"https://ror.org/021nxhr62"},{"id":"https://openalex.org/F4320321001","display_name":"National Natural Science Foundation of China","ror":"https://ror.org/01h0zpd94"},{"id":"https://openalex.org/F4320321878","display_name":"Natural Science Foundation of Fujian Province","ror":null}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":62,"referenced_works":["https://openalex.org/W1753246547","https://openalex.org/W1967646774","https://openalex.org/W1970718009","https://openalex.org/W1975733460","https://openalex.org/W1978447460","https://openalex.org/W1988884542","https://openalex.org/W1991670833","https://openalex.org/W2008073538","https://openalex.org/W2010058646","https://openalex.org/W2025569312","https://openalex.org/W2030387474","https://openalex.org/W2041222469","https://openalex.org/W2049702279","https://openalex.org/W2050551731","https://openalex.org/W2060298340","https://openalex.org/W2060770064","https://openalex.org/W2068994370","https://openalex.org/W2096033973","https://openalex.org/W2101294065","https://openalex.org/W2103403045","https://openalex.org/W2122027164","https://openalex.org/W2131238140","https://openalex.org/W2131821896","https://openalex.org/W2135937868","https://openalex.org/W2139122730","https://openalex.org/W2140910804","https://openalex.org/W2145264991","https://openalex.org/W2157392583","https://openalex.org/W2167325287","https://openalex.org/W2169064565","https://openalex.org/W2170430750","https://openalex.org/W2226383458","https://openalex.org/W2264817073","https://openalex.org/W2304011664","https://openalex.org/W2407738136","https://openalex.org/W2508856719","https://openalex.org/W2513205909","https://openalex.org/W2516754520","https://openalex.org/W2557229135","https://openalex.org/W2568742740","https://openalex.org/W2570294814","https://openalex.org/W2603822349","https://openalex.org/W2621058839","https://openalex.org/W2779313965","https://openalex.org/W2790421315","https://openalex.org/W2791170425","https://openalex.org/W2793092998","https://openalex.org/W2887420024","https://openalex.org/W2921935777","https://openalex.org/W2964499016","https://openalex.org/W2976292011","https://openalex.org/W3031818686","https://openalex.org/W3037158721","https://openalex.org/W3037593043","https://openalex.org/W3089757207","https://openalex.org/W3107088390","https://openalex.org/W3111292356","https://openalex.org/W3121620824","https://openalex.org/W3134654916","https://openalex.org/W3171767487","https://openalex.org/W4210356133","https://openalex.org/W4242286335"],"related_works":["https://openalex.org/W1492682337","https://openalex.org/W4242286335","https://openalex.org/W2887420024","https://openalex.org/W2809404998","https://openalex.org/W7055722669","https://openalex.org/W1558379169","https://openalex.org/W2513205909","https://openalex.org/W2549027897","https://openalex.org/W2946451123","https://openalex.org/W7220254265"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2025,"cited_by_count":5},{"year":2024,"cited_by_count":4}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2023-07-07T00:00:00"}