Who gets a reply? Modeling managerial responses to online reviews across industries

Key Points

• Findings indicate that managerial responses show varied likelihood across industries, with some sectors actively engaging with feedback.
• The crucial metric reveals that industries with higher consumer engagement tend to provide more frequent responses, reflecting their responsiveness.
• Analysis of online reviews across diverse industries highlights patterns in managerial responses, employing sentiment analysis techniques for insights.
• These findings may enable businesses to refine their online engagement strategies based on industry-specific response patterns.