We empirically study whether firms improve their quality based on online customer reviews in a dynamic quality environment. We do so by analyzing the U.S. hotel industry using data from two major online review platforms: Tripadvisor and Expedia. Using management response as a proxy for whether...

Banning of books has become increasingly prevalent and politically polarizing in the United States. While the primary goal of these bans is to restrict access to books, conversations about the bans have garnered attention on a wider scale. This increased attention to bans can either have a...

Merchants typically display pictures of their brand names and logos, product descriptions, and service environment on online platforms. In most cases, each merchant is allowed to showcase a single photo in consumers’ search results. This first visual presentation is the merchant’s cover...