{"id":"https://openalex.org/W2026640566","doi":"https://doi.org/10.1145/2764468.2764474","title":"Online Reputation Management","display_name":"Online Reputation Management","publication_year":2015,"publication_date":"2015-06-12","ids":{"openalex":"https://openalex.org/W2026640566","doi":"https://doi.org/10.1145/2764468.2764474","mag":"2026640566"},"language":"en","primary_location":{"id":"doi:10.1145/2764468.2764474","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2764468.2764474","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the Sixteenth ACM Conference on Economics and Computation","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5101489443","display_name":"Davide Proserpio","orcid":null},"institutions":[{"id":"https://openalex.org/I111088046","display_name":"Boston University","ror":"https://ror.org/05qwgg493","country_code":"US","type":"education","lineage":["https://openalex.org/I111088046"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Davide Proserpio","raw_affiliation_strings":["Boston University, Boston, MA, USA","Boston University , Boston , MA , USA"],"affiliations":[{"raw_affiliation_string":"Boston University, Boston, MA, USA","institution_ids":[]},{"raw_affiliation_string":"Boston University , Boston , MA , USA","institution_ids":["https://openalex.org/I111088046"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5102989133","display_name":"Georgios Zervas","orcid":"https://orcid.org/0000-0002-9558-244X"},"institutions":[{"id":"https://openalex.org/I111088046","display_name":"Boston University","ror":"https://ror.org/05qwgg493","country_code":"US","type":"education","lineage":["https://openalex.org/I111088046"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Georgios Zervas","raw_affiliation_strings":["Boston University, Boston, MA, USA","Boston University , Boston , MA , USA"],"affiliations":[{"raw_affiliation_string":"Boston University, Boston, MA, USA","institution_ids":[]},{"raw_affiliation_string":"Boston University , Boston , MA , USA","institution_ids":["https://openalex.org/I111088046"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5101489443"],"corresponding_institution_ids":["https://openalex.org/I111088046"],"apc_list":null,"apc_paid":null,"fwci":2.4037,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.89198196,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"79","last_page":"79"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11182","display_name":"Auction Theory and Applications","score":0.9975000023841858,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11182","display_name":"Auction Theory and Applications","score":0.9975000023841858,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9962000250816345,"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/T10646","display_name":"Experimental Behavioral Economics Studies","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/3311","display_name":"Safety Research"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/reputation","display_name":"Reputation","score":0.8942656517028809},{"id":"https://openalex.org/keywords/harm","display_name":"Harm","score":0.7341273427009583},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6512240171432495},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5586691498756409},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5371788740158081},{"id":"https://openalex.org/keywords/reputation-management","display_name":"Reputation management","score":0.5199117064476013},{"id":"https://openalex.org/keywords/selection","display_name":"Selection (genetic algorithm)","score":0.41889050602912903},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.26678258180618286},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.12845316529273987},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.09642753005027771}],"concepts":[{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.8942656517028809},{"id":"https://openalex.org/C2777363581","wikidata":"https://www.wikidata.org/wiki/Q15098235","display_name":"Harm","level":2,"score":0.7341273427009583},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6512240171432495},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5586691498756409},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5371788740158081},{"id":"https://openalex.org/C2985362895","wikidata":"https://www.wikidata.org/wiki/Q478594","display_name":"Reputation management","level":3,"score":0.5199117064476013},{"id":"https://openalex.org/C81917197","wikidata":"https://www.wikidata.org/wiki/Q628760","display_name":"Selection (genetic algorithm)","level":2,"score":0.41889050602912903},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.26678258180618286},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.12845316529273987},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.09642753005027771},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/2764468.2764474","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2764468.2764474","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the Sixteenth ACM Conference on Economics and Computation","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5299999713897705,"display_name":"No poverty","id":"https://metadata.un.org/sdg/1"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":32,"referenced_works":["https://openalex.org/W1507344949","https://openalex.org/W1988487435","https://openalex.org/W2009820538","https://openalex.org/W2011169259","https://openalex.org/W2057184365","https://openalex.org/W2066735350","https://openalex.org/W2075697078","https://openalex.org/W2080172329","https://openalex.org/W2085958018","https://openalex.org/W2090513801","https://openalex.org/W2096684396","https://openalex.org/W2101965476","https://openalex.org/W2125216147","https://openalex.org/W2128383499","https://openalex.org/W2129940040","https://openalex.org/W2135294639","https://openalex.org/W2146385426","https://openalex.org/W2146884208","https://openalex.org/W2150901716","https://openalex.org/W2154062944","https://openalex.org/W2166157318","https://openalex.org/W2171040166","https://openalex.org/W2313319791","https://openalex.org/W3121845706","https://openalex.org/W3122952517","https://openalex.org/W3123082181","https://openalex.org/W3123091093","https://openalex.org/W3124804010","https://openalex.org/W3125314100","https://openalex.org/W3125459412","https://openalex.org/W3125596464","https://openalex.org/W3125993287"],"related_works":["https://openalex.org/W2150669607","https://openalex.org/W67683368","https://openalex.org/W2373768903","https://openalex.org/W2005254893","https://openalex.org/W2886854648","https://openalex.org/W2355218793","https://openalex.org/W3125171412","https://openalex.org/W2348491339","https://openalex.org/W2264833100","https://openalex.org/W2054636800"],"abstract_inverted_index":{"Failure":[0],"to":[1,26,43,81,99,123,205],"meet":[2],"a":[3,9,15,20,54,64,118,127,192,199,207],"consumer's":[4],"expectations":[5],"can":[6,13],"result":[7],"in":[8,52,66,113,131,148,158,174,194],"negative":[10,36,208],"review,":[11],"which":[12,142],"have":[14],"lasting,":[16],"damaging":[17],"impact":[18,103],"on":[19,90,93,107],"firm's":[21,55],"reputation,":[22],"and":[23,75],"its":[24,121],"ability":[25],"attract":[27],"new":[28],"customers.":[29],"To":[30],"mitigate":[31],"the":[32,101,114,132,159,187],"reputational":[33],"harm":[34],"of":[35,104,117,129,146,155],"reviews":[37],"many":[38],"firms":[39],"now":[40],"publicly":[41],"respond":[42,80],"them.":[44],"How":[45],"effective":[46],"is":[47,189],"this":[48,60,94,172],"reputation":[49],"management":[50,105],"strategy":[51],"improving":[53],"reputation?":[56],"We":[57,137],"empirically":[58],"answer":[59],"question":[61],"by":[62,110],"exploiting":[63],"difference":[65],"managerial":[67],"practice":[68],"across":[69],"two":[70],"hotel":[71,119,180],"review":[72,209],"platforms,":[73],"TripAdvisor":[74,83,115,160],"Expedia:":[76],"while":[77],"hotels":[78,147,211],"regularly":[79],"their":[82],"reviews,":[84],"they":[85,162,165],"almost":[86],"never":[87],"do":[88],"so":[89],"Expedia.":[91],"Based":[92],"observation,":[95],"we":[96,169,184],"use":[97],"difference-in-differences":[98],"identify":[100],"causal":[102],"responses":[106],"consumer":[108],"ratings":[109,116,161,175],"comparing":[111],"changes":[112,130],"following":[120],"decision":[122],"begin":[124,212],"responding":[125,140],"against":[126],"baseline":[128],"same":[133],"hotel's":[134],"Expedia":[135],"ratings.":[136],"find":[138,185],"that":[139,171,186],"hotels,":[141],"account":[143],"for":[144],"56%":[145],"our":[149],"data,":[150],"see":[151],"an":[152],"average":[153],"increase":[154,173,188],"0.12":[156],"stars":[157],"receive":[163],"after":[164],"start":[166],"responding.":[167,213],"Moreover,":[168],"show":[170],"does":[176],"not":[177],"arise":[178],"from":[179],"quality":[181],"investments.":[182],"Instead,":[183],"consistent":[190],"with":[191,198],"shift":[193],"reviewer":[195],"selection:":[196],"consumers":[197],"poor":[200],"experience":[201],"become":[202],"less":[203],"likely":[204],"leave":[206],"when":[210]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}