Qiang Ye

Harbin Institute of Technology, School of Management

Harbin Institute of Technology

No. 92, Xidazhi street

Harbin, Heilongjiang 150001

China

http://som.hit.edu.cn/prof/162.htm

SCHOLARLY PAPERS

4

DOWNLOADS
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Top 31,954

in Total Papers Downloads

1,181

CITATIONS

1

Scholarly Papers (4)

1.

The Impact of Online Service Recovery on Customer Satisfaction: Empirical Evidences from Service Operations in China

McCombs Research Paper Series No. IROM-01-10
Number of pages: 31 Posted: 13 Mar 2010 Last Revised: 27 May 2010
Bin Gu and Qiang Ye
Arizona State University (ASU) - Department of Information Systems and Harbin Institute of Technology, School of Management
Downloads 293 (73,422)

Abstract:

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Online Managerial Response, Service Recovery, Customer Satisfaction, Peer-Induced Fairness, Expectations-Confirmation Theory, Service Operations, China

2.

First Step in Social Media - Measuring the Influence of Online Management Responses on Customer Satisfaction

Productions and Operations Management, Forthcoming
Number of pages: 40 Posted: 18 Jul 2012
Bin Gu and Qiang Ye
Arizona State University (ASU) - Department of Information Systems and Harbin Institute of Technology, School of Management
Downloads 292 (63,135)
Citation 1

Abstract:

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Online Social Media, Management Response, Service Recovery, Customer Satisfaction, Peer-Induced Fairness, Service Operations, China

3.

Measuring the Influence of Managerial Responses on Subsequent Online Customer Reviews – A Natural Experiment of Two Online Travel Agencies

Number of pages: 44 Posted: 15 Jul 2010
Qiang Ye, Bin Gu and Wei Chen
Harbin Institute of Technology, School of Management, Arizona State University (ASU) - Department of Information Systems and University of Arizona - Eller College of Management
Downloads 275 (55,946)

Abstract:

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managerial responses, online WOM, natural experiment

4.

What Happens When Reviewers Start to Get Free Products? The Effects of Online Retailer’s Reviewer Incentive Program on Reviews Generation for Purchased Products

Posted: 06 Jul 2017 Last Revised: 17 Nov 2017
University of Florida - Warrington College of Business Administration, Warrington College of Business Administration, University of Florida, Arizona State University, W.P.Carey School of Business, Arizona State University (ASU) - Department of Information Systems and Harbin Institute of Technology, School of Management

Abstract:

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expert reviewer programs, online reviews, reviewer status, free products, online review generation