2019
DOI: 10.31234/osf.io/fpk98
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Expressions of Gratitude Applied to Business: A Lesson for Managing Online Reviews

Abstract: 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… Show more

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