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

934

CITATIONS

1

Scholarly Papers (4)

1.

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 468 (59,384)
Citation 1

Abstract:

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

2.

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 367 (79,400)

Abstract:

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

3.

Measuring and Managing the Externality of Managerial Responses to Online Customer Reviews

Information Systems Research, Forthcoming
Number of pages: 55 Posted: 07 Feb 2018 Last Revised: 01 Mar 2019
Wei Chen, Bin Gu, Qiang Ye and Kevin Zhu
University of Arizona - Eller College of Management, Arizona State University (ASU) - Department of Information Systems, Harbin Institute of Technology, School of Management and University of California, San Diego
Downloads 99 (263,615)

Abstract:

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online interactions with customers, managerial responses, customer reviews, externality, volume, valence, mechanisms

4.

The Effects of a Platform-Initiated Reviewer Incentive Program on Regular Review Generation

Posted: 06 Jul 2017 Last Revised: 16 Mar 2019
University of Florida - Warrington College of Business Administration, Warrington College of Business, 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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Incentivized reviews, reviewer incentive program, norm of reciprocity