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How Should Brands Respond to Positive Online Reviews?

May 31, 2024

While businesses are widely encouraged to respond to negative online reviews, a new study finds responding to positive online reviews is more of a “minefield” and some should be ignored.

Researchers at Rensselaer Polytechnic Institute and Baruch College’s Zicklin School of Business analyzed 10 years of online reviews of hotels from Trip Advisor and found the type of response widely depends on the critique.

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