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

<table class="table-group" id="tab2"><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"><i>Beneficial expressions of gratitude</i> are the number of times a business partner responded to a positively rated review (3-5 stars). <i>Nonbeneficial expressions of gratitude</i> are the number of times a business partner responded to a negatively rated review (1-2 stars). Responses expressing gratitude were coded as in Study 1</td></tr><tr><td class="align_left">Negative reactions</td><td class="align_center">(1) <i>Beneficial negative reactions</i> take into account the number of times a business partner responded to a positively rated review (3-5 stars), whereas (2) <i>nonbeneficial negative reactions</i> concern the number of times a business partner responded to negatively rated reviews (1-2 stars). Responses expressing negative reactions were coded as in Study 1</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 2

Table 2: Expressions of Gratitude Applied to Business: A Lesson for Managing Online Reviews 