Working Papers

Making Words Speak: Leveraging Consumer Insights from Online Review Text to Improve Service Quality

Andrea Ordanini, Raji Srinivasan, and Anastasia Nanni

Jul 25, 2018

Examines whether managerial use of online review text analytics, derived from extraction and visual representation of insights in review text, affects the service quality of their firm’s offering. Examines the heterogeneous effects of managers’ use of online review text analytics on service quality based on two contextual characteristics of the managers’ environment: managerial accountability and prior firm performance. Uses a longitudinal randomized control trial in a field setting in 135 Italian hotels to provide causal evidence for effects.

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