Expressions of Gratitude Applied to Business: A Lesson for Managing Online Reviews

<table class="table-group" id="tab1"><tr><td><table class="table"><tr><td class="thead-hr" colspan="2"><hr/></td></tr><tr class="thead"><td class="align_left">Measure</td><td class="align_center">Description</td></tr><tr><td class="thead-hr" colspan="2"><hr/></td></tr><tr><td class="align_left">Online reputation</td><td class="align_center">Online rating of each business partner, ranging from 1 (very poor) to 5 (excellent)</td></tr><tr><td class="align_left">Expressions of gratitude</td><td class="align_center">Number of times business owners responded by expressing their gratitude to popular reviews</td></tr><tr><td class="align_left">Negative reactions</td><td class="align_center">Number of times business owners responded negatively or defensively to popular reviews</td></tr><tr><td class="align_left">Number of most popular reviews</td><td class="align_center">Show up first in the feed and were rated by other online users as useful</td></tr><tr><td class="align_left">Total number of reviews</td><td class="align_center">Total number of people who rated the business partner</td></tr><tr class="table-tr"><td colspan="2"><hr class="tbody-hr"/></td></tr></table></td></tr></table>

Human Behavior and Emerging Technologies

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Table 1

Table 1: Expressions of Gratitude Applied to Business: A Lesson for Managing Online Reviews 