<italic>The analysis of Call Detail Record (CDR) data sets generated by mobile telephony networks has generated much interest in recent years, particularly as an easily accessed source of large volumes of data capable of reflecting the dynamic behavior of humans across a range of temporal and spatial...</italic>

Purpose: Management response to consumer comments has become a widely adopted marketing strategy to address the undesirable effects caused by negative remarks. Yet, when and what management response is more effective and under what circumstances remains under-researched. This study aims to fill...