USC Marshall School of Business
701 Exposition Boulevard
Los Angeles, CA 90089-0808
Institutional Affiliation: University of Southern California
NBER Working Papers and Publications
|March 2017||Channels of Impact: User Reviews when Quality is Dynamic and Managers Respond|
with Judith A. Chevalier, Yaniv Dover: w23299
We examine the effect of managerial response on consumer voice in a dynamic quality environment. We argue that, in this environment, the consumer is motivated to write reviews by, in addition to altruism, the possibility that the reviews will impact the quality of the service directly. We examine this empirically in a scenario in which reviewers receive a credible signal that the service provider is listening. Specifically, we examine the managerial response feature allowed by many review platforms. We hypothesize that managerial responses will stimulate reviewing activity and that, because managers respond more and in more detail to negative reviews, we hypothesize that managerial responses will particularly stimulate negative reviewing activity. Using a multiple-differences specification...
Published: Judith A. Chevalier & Yaniv Dover & Dina Mayzlin, 2018. "Channels of Impact: User Reviews When Quality Is Dynamic and Managers Respond," Marketing Science, vol 37(5), pages 688-709.
|August 2012||Promotional Reviews: An Empirical Investigation of Online Review Manipulation|
with Yaniv Dover, Judith A. Chevalier: w18340
Online reviews could, in principle, greatly improve consumers' ability to evaluate products. However, the authenticity of online user reviews remains a concern; firms have an incentive to manufacture positive reviews for their own products and negative reviews for their rivals. In this paper, we marry the diverse literature on economic subterfuge with the literature on organizational form. We undertake an empirical analysis of promotional reviews, examining both the extent to which fakery occurs and the market conditions that encourage or discourage promotional reviewing activity. Specifically, we examine hotel reviews, exploiting the organizational differences between two travel websites: Expedia.com and TripAdvisor.com. While anyone can post a review on TripAdvisor, a consumer can only p...
Published: Mayzlin, Dina, Yaniv Dover, and Judith Chevalier. 2014. "Promotional Reviews: An Empirical Investigation of Online Review Manipulation." American Economic Review, 104(8): 2421-55.