Large Language Models (LLMs) technology, e.g., ChatGPT, is expected to reshape a broad spectrum of domains. Among them, the impact on user-generated knowledge-sharing (Q&A) communities is of particular interest because such communities are an important learning source of LLMs, and their future...

Firms are shifting their social media emphasis from passive listening to active intervention. Despite the proven importance of online word-of-mouth (WOM) on customer satisfaction and engagement as well as firm performance in prior literature, when and how should firms utilize management...