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 31,557

in Total Papers Downloads

1,148

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 (71,967)

Abstract:

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 (62,294)
Citation 1

Abstract:

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 (57,107)

Abstract:

managerial responses, online WOM, natural experiment

4.

The Double-Edged Sword of Expert Reviewer Programs: The Effects of Offering Expert Reviewer Status on Review Generation

Posted: 06 Jul 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:

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