...Online Image and Reputation: Mitigating Negative Impact of False Reviews on Service Industry Businesses Texas A&M University-Commerce Texas A&M University-Commerce Table of Contents Abstract 3 Chapter 1: Introduction 4 Chapter 2: Review of the Literature 6 Chapter 3: Methodology 11 Chapter 4: Findings 12 Chapter 5: Summary, Conclusions, and Recommendations 14 References 15 Appendix 17 Abstract Online reviews are becoming an increasingly important component in generating a business’s image and reputation. Service industry businesses, particularly those that rely on positive word-of-mouth, are exposed to the negative influence of fake reviews and false ratings. This paper explores the ways that online reviews are manipulated, highlighting the effects of the social and anonymous nature of the Internet and online review sites. Additionally, this paper examines several methods that can be employed to mitigate the long-term impact of false or manipulated reviews, including a brief review of US law, and the monitoring of review sites to ensure that identifiably false reviews are removed. Keywords: online ratings, service industry, review manipulation Online Image and Reputation: Mitigating Negative Impact of False Reviews on Service Industry Businesses Chapter 1: Introduction Background Businesses, especially service industry businesses like hotels, restaurants, and rental agencies, rely on several methods of reaching out to potential...
Words: 3850 - Pages: 16
...can make our own breakfast and so on. Wireless Internet and airconditioning are also a must. So we start our search for the holiday at the websites of different travel agencies. These websites are very easy to use, you can check several points in the sideline which you find important and then a couple of possible holiday options are shown. But once we thought that we found a good option, we always look on www.zoover.nl. This is a review site with information on the locations, appartments, resorts and near surroundings, all by other travelers who has been there. So, consumers’ reviews and their experience stories. From these reviews you are exposed to a lot of other information, than the formal information on the websites of the travel agencies who only wants to sell the holiday. Positive remarks are made, but also negative topics are discussed. So after reading the reviews you can make the decision yourself to choose for that particular appartment/holiday or look further for another appartment/place. For example when a appartment complex is very noisy and the Wi-Fi connection is very bad, this will only become clear after reading the reviews. Travel agencies are not going to put that on their website, because they only want to sell or maybe even not are fully aware of this particular circumstances. I’m then glad with this review, because I’m not going to...
Words: 462 - Pages: 2
...1. Good Review – The good review I found was on goodreads.com for Life of Pi. The author of the review did not regurgitate the synopsis found on the back of the book nor laden the review with spoilers, but rather gave his/her opinion on the book, the narrative style, writing and structure and what was enjoyable about the book for him/her. 2. Bad Review – I found a bad review on amazon.com for The Girl on the Train. The reviewer, J.Regan, noted that the story was well written, that it keeps the reader’s attention but that the main character could be hard to like at times. There was no detail as to the writing style, nor why or how the author was able to keep reader’s attention. The reviewer also failed to explain why he/she did not like the main character at points in the book. With no further details, this review does not help someone interested in the book decide whether they may like it or not. 3. Fake Review – As I was looking for reviews on the book I’m reading for the critical review project, I Don’t Have a Thing to Wear: The Psychology of Your Closet, I found a title of a review that struck me as odd and the review itself was a bit over the top which to me comes off as fake. It was rated five stars and the review appears to be written by a girl’s boyfriend stating that “she can’t put it down” and “she just raves about it constantly” (Bouton, 2003). The one part that really puts me off about this review is that he says “and I wish I had a nickel for each time I've...
Words: 578 - Pages: 3
...Project Final Proposal Document Project Proposal This is the project proposal from Team EMC to Best Buy Bonsai for Website Project. Requirements from Best Buy Bonsai: The project proposal is based upon the requirements provided by Best Buy Bonsai as follows: Create an online website that provides online ordering and payment option, Online inventory list with photos and price Contact information and store locations listed Proposal from Team EMC Team EMC proposes to provide a website to Best Buy Bonsai by providing the following: Creating a public facing website for the company that allows online view of inventory and purchasing of products and payment option through PayPal. Provide Contact information and location of physical Stores Option for company to pay for online advertising of website Design Methodology: Team EMC will provide an Agile approach to the project with weekly iterations for Best Buy Bonsai to review each phase of the build out of the product for approval. Website Overview and Layout The URL to the website will be: http://www.bestbuybonsai.com/Index.html The website will show the following links: Home Page Link : http://www.bestbuybonsai.com/index.html The home page has links to Inventory, About Us, Payment Center and Contact us link The home page will show the name of the company Best Buy Bonsai, main phone number for the business and a Welcome message.est Buy Bonsai © 20 | 2007. Let us help you Inventory Link : http://www...
Words: 793 - Pages: 4
...short review on Doctorflix.com Doctorflix.com is a website of its kind in this category. It mainly offers movie reviews, trailers ad viewer ratings. The movie reviews and ratings are real-time as the reviews are by the movie viewers. There is something unique in ratings called Flickometer. This tells you the actual critic reviews, awards won by the movie, etc. In short it helps you to decide the best movie to watch. What is much loved about this site is its simplicity and the content provided. There are different categories which cater to all, such as movies, celebrities, photos, videos, games, news and blog. As a registered user you can even write a blog on related topics. It is user friendly and provides just the information required. There is nothing complicated about it. There are categories like widgets and advertising as well. So if you own a blog or a website you can add doctorflix.com as a widget on the same. As per my research, there are about 30 or more similar websites in this category, but this wins over in simplicity and information provided. Other websites offer other features like movies and songs download, wallpapers, etc. which is very common. Doctorflix in return concentrates more on the reviews, ratings and the blog which differentiates it positively from others. Pros:- 1. Simplicity of content 2. User friendly 3. Real-time reviews and ratings 4. Interesting categories Cons:- 1. May be they can come up with more categories like the best songs...
Words: 299 - Pages: 2
...Web Site Reviews Professional Learning Communities (PLC’s) have become common place within educational communities. PLC’s are a collection of educators working collaboratively towards a common goal to increase positive outcomes of students in the learning process. Educators may be involved in multiple groups of PLC’s pertaining to the different groups of students that they serve through their job descriptors. PLC’s were born out of the newest attempt of educational reform surrounding educational standards, in order to focus on best practices within the classroom that achieve the best outcomes. The following websites have been reviewed as a part of research into PLC’s. www.ascd.org The Association for Supervision and Curriculum Development...
Words: 2070 - Pages: 9
...Evaluating a Website for Credibility Rashida Kapasi Chamberlain College of Nursing August 26, 2014 Evaluating a Website for Credibility A website chosen for the evaluation is KidsHealth.org. The purpose of this website is to provide information about the health of children and teenagers in a manner that is easy to understand. This website claims to be the most-visited site on the Web for information about health, behavior, and development from before birth through the teen years. All the information is divided in four sections, providing information for parents, children, teenagers, and for educators. This website is easy to find through the Google search engine. That is understandable, taking into account the fact that Kids Health gets a million visits on a daily basis. The Web Address of this site follows the HTTP pattern. The uniform resource locator is http://kidshealth.org. The domain of this site is org., meaning that the domain extension is used by a non-profit organization called The Nemours Foundation's Center for Children's Health Media. The rationale behind the selection of the website is verifying of the website’s claims of being the most-trusted source for physician-reviewed information on children's health. Empirical evidence for the decision comes from the online library Caphis, which puts Kids Health in the Top 100 List of “Health Websites You Can Trust”, and Time Lists (Buenchner, 2004) name this site to be among 50 best websites...
Words: 1006 - Pages: 5
...developed a good piece of research for a specific piece of equipment. Once all of the equipment was sufficiently researched and vetted, the team compiled all of the information in discussion board posts. Equipment for Research: 1) Double Stack Convection Oven 2) Groen 10 gallon Tilting Kettle 3) 20 qt. Mixer 4) 60 qt. Mixer 5) Walk-in Refrigerator 6) Walk-in Freezer Above is the equipment the team researched and developed a solid idea of what was a good price, warranty, shipping estimates, and quality. Some data you can infer from reading reviews and ratings on the various researched websites. How fast do the suppliers ship the equipment? Are the pieces of equipment ready to be shipped? Will the equipment be in good shape when it arrives? A lot of the equipment Darrin is looking to purchase is expensive, large, and heavy. The 60 quart Hobart mixer weighs nearly 1000 pounds. Based on reviews from the websites selling the 60 quart mixer, the shipping is outstanding. So you can infer that the shipments from www.centralrestaurant.com will be prompt and the equipment will be in mint condition (if you...
Words: 1026 - Pages: 5
...The Investor Relations Society ‘Determinant Factors for Best Investor Relations’ 1. Best Communication of strategy, performance and key performance indicators (KPIs) in the annual report |Business and financial review |Best Practice | |requirements | | |1. ‘a fair review of the company’s |Sensible and understandable explanation of the company’s business. | |business’ |Balanced perspective and clear statement of the company’s strategy. | | |Description of the company’s markets, including regulatory environment and competitive position. | |2.‘the development and performance |Commentary related to the group strategy and progress in achieving objectives. | |of the company’s business during the|Trade or channel relations (where applicable), e.g. service levels, distribution, display, trade customer satisfaction. | |financial year’ |Innovation, e.g. number of new products, new products' revenue and margin as share of total, R&D investment. | | ...
Words: 1256 - Pages: 6
...CinemaScore (poll) ‘A’ grade from A+ to F scale Director: Colin Trevorrow Main stars: Chris Pratt Bryce Dallas Howard Irffan Khan Vincent D’Onofrio Ty Simpkins Nick Robinson Jake Johnson Budget: $150 million Box office: $1.670 billion Opening Weekend: $204,600,000 (USA) (12 June 2015) Reviews: There are about 600 external reviews on the web Fans from Jurassic Park have reviewed the film rather negatively due to the change in cast however the feeling of nostalgia was brought to a lot of the fans. "Jurassic World can't match the original for sheer inventiveness and impact, but it works in its own right as an entertaining – and visually dazzling – popcorn thriller" – Rotten Tomatoes Peter Bradshaw of The Guardian gave the film four stars out of five and felt that it was "terrifically enjoyable and exciting summer spectacular" "savvy, funny, ridiculous in just the right way" Media platforms/merchandise: The film has several platforms that attracted the audience: websites, games, social media accounts, toys, shirts, mugs and many more. Fans: -There have been fan made trailers and remakes -There have been parodies made -Fans have made websites Jurassic World (2015) Release: 12th June 2015 in USA Action, Adventure, Sci-Fi IMDB 7.1/10 (380,350 votes) Rotten Tomatoes 72% (critics) 79% (audience) Metacritic 59/100 CinemaScore (poll) ‘A’ grade from A+ to F scale Director: Colin Trevorrow Main stars: Chris Pratt Bryce Dallas...
Words: 1007 - Pages: 5
...Viehland (2008), “With the ubiquity of the Internet, the next logical step was for retailing to move online. Retailing conducted over the Internet is called electronic retailing, or e-tailing, and those who conduct retail business online are called e-tailers.” Prior to the Internet becoming so popular, consumers had to visit physical stores to purchase products. For example, consumers can now purchase travel plans online; compared to visiting travel agencies prior to the Internet. The physical market has definitely been hit with loss of consumers; however, organizations must adapt to today’s technology and utilize the Internet to their advantage by using the evolution of e-tailing. Consumers are now able to purchase items online, access reviews, and look for the cheapest price possible for an item. Three Behaviors of E-tailing The success of e-tailing revolves around three behaviors that contribute to e-tailing. According to Turban, King, McKay, Marshall, Lee, and Viehland (2008), the three behaviors of e-tailing are: “identify and manage buying criteria, search for products and merchants, and compare alternatives.” Identifying and managing buying criteria for customers is not as easy as it sounds. Without a plan to identify and manage the buying criteria of a customer, most customers will end up looking for a brand with high recognition, even though there are better products available to consumers. An organization can use a marketing team to identify what types of products...
Words: 1161 - Pages: 5
...| EVALUATION OF CHILDREN’S WEBSITES | | | | | | Table of Contents Introduction 3 Kids website at Yahoo 3 The Miniclip Website…………………………………………………………………………......3 The Best Mmo-worlds……………………………………………………………………….........4 Conclusion………………………………………………………………………...........................4 Reference……………………………………………………………………….............................5 Introduction The growing age of technology has also increased the usage of computers. It has also accelerated the interest of children towards websites for not only learning but also for entertainment. With this growing era although, children are getting updated information but the trend of investing more time on entertainment is also repeatedly increasing. Moreover, the accuracy of the information as well as the suitability of games has served as an alarm for teachers and parents both. Therefore, there is a need to evaluate children’s commonly used websites under the supervision of the provisions of the Children’s Online Privacy Protection Act 1998. This paper will highlight the alignment of the key provisions of the Children’s Online Privacy Protection Act (COPPA) with at least 3 children’s commonly used websites. This paper will also present a review of the language, persuasion and the privacy statement of these websites. Kid’s Website at Yahoo This website has different segments like music, movies, games and study corner for children. The most significant feature that appeals the viewers...
Words: 797 - Pages: 4
...Established customers and position in market. Descriptive and easy to follow FAQ page on website. Weaknesses Narrow market Poor telephone navigation Higher shipping costs Opportunities Improve current customer service navigation and experience. Threats Competitors (Constellation Brands, Brown-Forman Corporation, etc) Accumulated negative reviews on various websites. Although Anabella Wine could use improvements, there are still strengths that can give the company a boost. While a huge weakness at Anabella Wine is the review on the customer service, there is an opportunity for redemption. Anabella Wine is a well-known brand in the U.S. and they can improve our customer service in various ways. Our opportunities make us believe that there will be increased chance for us to expand globally. There are a few threats that may hinder our success, including competitors such as Constellation Brands and Brown-Forman Corporation. Strengths Anabella Wine can promote two important strengths: Established business. Anabella Wine is a well-known business that has been in operation for a long time. In addition to our stores we have various benefits for frequent buyers. The loyalty and credit card rewards that are offered help get customers more involved and give them a reason to come back. Organized FAQ. The Anabella Wine website has various links that make it easy to navigate and find answers to questions. Our FAQ page...
Words: 2374 - Pages: 10
...[pic] College of Humanities HUM 186 Course Syllabus Media Influences on American Culture 6 – 10 p.m. Tuesdays Course Start Date: 06/14/2011 Course End Date: 07/12/2011 University of Phoenix South Florida Campus Miami Learning Center 11410 NW 20th Street, Miami, FL 33172 Whenever there is a question about what assignments are due, please remember this syllabus is considered the ruling document. Copyright Copyright © 2011, 2009 by University of Phoenix. All rights reserved. University of Phoenix® is a registered trademark of Apollo Group, Inc. in the United States and/or other countries. Microsoft®, Windows®, and Windows NT® are registered trademarks of Microsoft Corporation in the United States and/or other countries. All other company and product names are trademarks or registered trademarks of their respective companies. Use of these marks is not intended to imply endorsement, sponsorship, or affiliation. Edited in accordance with University of Phoenix® editorial standards and practices. Course Description The course provides an introduction to the most prominent forms of media that influence and impact social, business, political...
Words: 3584 - Pages: 15
...that are really expensive if they won’t be able to evaluate it closely, touch, or try it on. If the consumer will spend a lot of money on certain branch they usually want to make sure it will have the perfect fit and unfortunately, the internet cannot guaranty it. My speculation of why these luxury goods might have changed their mind is because online shopping created the advantage of people being able to write reviews, evaluate their online purchases and most of the times, even able to rate the quality and fit of the product. Being able to do that, costumers started to trust the brand more and more and it will make them to do not hesitate as much when they have to spend more money than the usually, because of this, brands as Chanel are investing in online sells. 2. You have decided to buy a new color printer for your home office. You have not decided yet whether an ink-jet or laser printer would be best for you. List specific activities that you must undertake as you gather information about printer capabilities and features. Use the HPshopping.com, Office depot, Best Buy, Office Max, and Staples Web sites to gather information. Write a short summary for the process you undertook to serve...
Words: 556 - Pages: 3
