Journal
ACADEMY OF MANAGEMENT JOURNAL
Volume 59, Issue 1, Pages 135-162Publisher
ACAD MANAGEMENT
DOI: 10.5465/amj.2014.0205
Keywords
-
Categories
Funding
- EMLYON Business School
- Swiss National Foundation
- University della Svizzera italiana
Ask authors/readers for more resources
This article examines the conditions under which organizations publicly respond to unfavorable consumer evaluations that challenge their market identity. Because organizations' market identities are certified by expert evaluations, consumers' devaluations that challenge these expert evaluations represent an identity threat. However, organizations do not always react to consumers' devaluations because of the risks associated with public responses. Hence, we first predict that organizations are more likely to respond to severe devaluations than to weaker ones; second, we propose that organizations, when faced with severe devaluations, are more likely to craft responses that justify their actions and behaviors. We further contend that, for any market identity under consideration, an organization's reputation amplifies these relationships. Analyses of a dataset of London hoteliers' responses to online reviews posted on TripAdvisor during the period 2002-2012 lend substantial support to our hypotheses.
Authors
I am an author on this paper
Click your name to claim this paper and add it to your profile.
Reviews
Recommended
No Data Available