“…Underlying drivers Brand/product level dynamics level dynamics Creation of Internet WOM Anderson (1998), Hennig-Thurau et al (2004), Schlosser (2005), Dellarocas and Narayan (2006), Ying et al (2006), Berger and Schwartz (2011), Albuquerque et al (2012), Berger and Milkman (2012), Yang et al (2012), Chen and Kirmani (2015), Lovett et al (2013), Toubia and Stephen (2013), etc. Li and Hitt (2008), Wu and Huberman (2008), Moe and Trusov (2011), Godes and Silva (2012), Moe and Schweidel (2012), Schweidel and Moe (2014) Online sentiment analysis Schweidel and Moe (2014) Online complaint management This Paper…”