Social Network Reputation Management: An International Study

Impact of Online Product Reviews on Purchasing Decisions

“…More specifically, online consumer reviews on products or services significantly influence consumers' attitude or behavior toward a purchasing decision ( Burtona & Khammash, 2010;Chevalier & Mayzlin, 2006;Dellarocas, 2003;Floh et al, 2013;Senecala & Nantel, 2004;Zhu & Zhang, 2010), business sales and profitability (Henning-Thurau & Walsh, 2003). The reputation of a product, brand or company which can be seen as a summary of companies past customer experiences, customer perceptions and business actions, is reflected on or shaped by reviews and forms usually a strong basis for purchasing decisions (Becker & Nobre, 2014;Dellarocas, 2010;Lee & Bradlow, 2011).…”

“…The goal thereby is to analyze influential users, insights into changing consumer tastes and interests, ad-campaign effectiveness and competitive intelligence. Consequently, the data can be used for product-design-development, learning, tracking consumer concerns and the development of influencers themselves (Becker & Nobre, 2014;Fan & D.Gordon, 2014;HenningThurau & Walsh, 2003). Even though, CGC and its emergence are difficult to control, this powerful source can be measured and controlled accurately through proper engineering of a website including review format characteristics (Dellarocas, 2003).…”

“…The changing nature of customer influence presents businesses with risks as well as opportunities (Henning-Thurau, Walsh, 2003). In order to mitigate threats on revenue or reputation, companies are forced to develop monitoring capabilities and quick responding in diverse review platforms (Becker & Nobre, 2014;Chua & Banerjee, 2015). To do this effectively, companies need to understand the dynamics of online consumer reviews and the impact of consumer review platforms where customer reviews and comments are posted.…”

Do Social Networking Fan Page Posts Matter for Corporate Image?

“…However, because more people are connected to online media resources nowadays (e.g., social networks), online media is becoming an increasingly accepted means by corporations with which to build a corporate image. Unlike conventional one-way communication by an organization, exchanging ideas among organizations and customers and pursuing new opinions positively or negatively alters an organization's image (Becker & Nobre, 2014). Although corporate image has still been a difficult construct to conceptualize (Browning, Gogo, & Kimmel, 2018), the current study approaches shaping corporate image through the lens of the social networking fan page and then delves deeply into interactions between corporations and customers.…”

Relationship Between Companies and the Public on Facebook: The Portuguese and the Brazilian Context

“…Nowadays, organizations use a vast diversity of interactive media channels to interact with their stakeholders (Avery et al, 2010;Papasolomou & Melanthiou, 2012;Becker & Nobre, 2014). Social network sites (SNSs), and particularly Facebook, have become an important part of the citizens' daily life, which lead profit and non-profit organizations to connect with each other and with citizens and consumers through such networks (Utz, 2009;Nosko, Wood, & Molema, 2010;McAndrew & Jeong, 2012).…”