Online service recovery tools such as managerial responses are increasingly used by service providers to address customer concerns in online WOM platforms. In this paper, we analyze the effectiveness of such online service recovery effort on customer satisfaction using data retrieved from a...

The Internet has presumably created a level playing field that allows any service provider across the globe to compete for contracts on online outsourcing platforms for IT services. In this paper, we empirically examine (a) how country (language, time zone, cultural) differences and the...

Electronic Health Record (EHR) systems enable the coordination of care across providers and locations by sharing information electronically. This is particularly important for patients with chronic conditions who require regular care from multiple specialists over a long period of time. EHR...

The healthcare market faces severe information asymmetry — patients struggle to evaluate the clinical quality of hospitals and make choices accordingly. To inform patients of hospital selection, crowdsourced review platforms (e.g., Yelp) have begun to display hospitals’ clinical quality...