Channels of Impact: User reviews when quality is dynamic and managers respond
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 not by the possibility that the re-
views will impact the decisions of other consumers, but that the reviews
will impact the actions of the management and the quality of the service.
Dina Mayzlin is an Associate Professor of Marketing at USC’s Marshall School of Business.