Expressions of Gratitude Applied to Business

A Lesson for Managing Online Reviews

Bibliographic Data

ID23039476
AuthorsAna Rita Farias (0000-0002-7686-4046, Universidade Lusófona, corresponding author), Cláudia Simão (0000-0002-7723-752X, Universidade Católica Portuguesa), Joana Reis (0000-0002-1240-6388, University of Lisbon)
EditorsZheng Yan (0009-0007-3850-6743)
Year2022
Volume2022
Pages1-5
Publication date2022-07-14
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueHuman Behavior and Emerging Technologies (JOURNAL)
Journal identifiersISSN: 2578-1863 • E-ISSN: 2578-1863
PublisherWiley (PUBLISHER • GB)
DOI10.1155/2022/5353185
OpenAlexW4285495526
LanguageEN
Citations received2
References cited24

Online reviews are critical for businesses to thrive, but their management is not often effective. Using data from social media platforms, with more than 600 observations of public online interactions between business owners and customers, we showed that strategic management of online reviews predicts a positive increment of online reputation. Publicly expressing gratitude (Study 1) and, specifically, directing these expressions towards beneficial online reviews (Study 2) are effective strategies supporting a general increase of the business online score. These findings identify public expressions of gratitude as a responsive, attentive gesture that signals care and consideration towards customers. Such gesture promotes the online reputation through satisfaction between business community relationships.

Business · Business model · Business relationship management · Electronic business · Gratitude · Online business · Online community · Political science · Public relations · Reputation · Reputation management · Social media · Sociology · The Internet · World Wide Web · Communication in Education and Healthcare · Computer Science · Digital Marketing and Social Media · Marketing · Psychology · Public Relations and Crisis Communication · Social Psychology

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