To Claim or Not To Claim? Hidden Costs of Business Page Claiming

References

• Ananthakrishnan U, Proserpio D, Sharma S (2023) I hear you: Does quality improve with customer voice? Marketing Sci. 42(6):1143–1161.Link, Google Scholar
• Aneja A, Luca M, Reshef O (2025) The benefits of revealing race: Evidence from minority-owned local businesses. Amer. Econom. Rev. 115(2):660–689. Crossref, Google Scholar
• Azoulay P, Graff Zivin JS, Wang J (2010) Superstar extinction. Quart. J. Econom. 125(2):549–589.Crossref, Google Scholar
• Bolton GE, Katok E, Ockenfels A (2004) How effective are electronic reputation mechanisms? An experimental investigation. Management Sci. 50(11):1587–1602.Link, Google Scholar
• Callaway B, Sant’Anna PH (2021) Difference-in-differences with multiple time periods. J. Econometrics 225(2):200–230.Crossref, Google Scholar
• Chen PY, Dhanasobhon S, Smith MD (2008) All reviews are not created equal: The disaggregate impact of reviews and reviewers at Amazon.com. Preprint, submitted July 20, https://dx.doi.org/10.2139/ssrn.918083.Google Scholar
• Chen W, Gu B, Ye Q, Zhu KX (2019) Measuring and managing the externality of managerial responses to online customer reviews. Inform. Systems Res. 30(1):81–96.Link, Google Scholar
• Chevalier JA, Dover Y, Mayzlin D (2018) Channels of impact: User reviews when quality is dynamic and managers respond. Marketing Sci. 37(5):688–709.Link, Google Scholar
• Chiu A, Lan X, Liu Z, Xu Y (2023) Causal panel analysis under parallel trends: Lessons from a large reanalysis study. Amer. Political Sci. Rev. 1–22. Google Scholar
• Chung S, Animesh A, Han K, Pinsonneault A (2020) Financial returns to firms’ communication actions on firm-initiated social media: Evidence from Facebook business pages. Inform. Systems Res. 31(1):258–285.Link, Google Scholar
• Connelly BL, Certo ST, Ireland RD, Reutzel CR (2011) Signaling theory: A review and assessment. J. Management 37(1):39–67.Crossref, Google Scholar
• del Río-Lanza AB, Vázquez-Casielles R, Díaz-Martín AM (2009) Satisfaction with service recovery: Perceived justice and emotional responses. J. Bus. Res. 62(8):775–781.Crossref, Google Scholar
• Dellarocas C, Gao G, Narayan R (2010) Are consumers more likely to contribute online reviews for hit or niche products? J. Management Inform. Systems 27(2):127–158.Crossref, Google Scholar
• Deng C, Ravichandran T (2024) Managerial response to online positive reviews: Helpful or harmful? Inform. Systems Res. 35(4):1802–1823.Link, Google Scholar
• Entrepreneur (2021) Why all small businesses should manage their Yelp pages. Accessed October 6, 2025, https://www.entrepreneur.com/growing-a-business/why-all-small-businesses-should-manage-their-yelp-pages/374418.Google Scholar
• Gao Y, Rui H, Sun S (2023) The power of identity cues in text-based customer service: Evidence from Twitter. MIS Quart. 47(3):983–1014.Crossref, Google Scholar
• Goodman-Bacon A (2021) Difference-in-differences with variation in treatment timing. J. Econometrics 225(2):254–277.Crossref, Google Scholar
• Gu B, Ye Q (2014) First step in social media: Measuring the influence of online management responses on customer satisfaction. Production Oper. Management 23(4):570–582.Crossref, Google Scholar
• Hartzer B (2018) Research reveals the sad state of Google My Business listings. Accessed October 6, 2025, https://www.billhartzer.com/local-search/research-reveals-sad-state-google-business-listings/.Google Scholar
• Hennig-Thurau T, Gwinner KP, Walsh G, Gremler DD (2004) Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? J. Interactive Marketing 18(1):38–52.Crossref, Google Scholar
• Hirschman AO (1970) Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States, vol. 25 (Harvard University Press, Cambridge, MA).Google Scholar
• Ho-Dac NN, Carson SJ, Moore WL (2013) The effects of positive and negative online customer reviews: Do brand strength and category maturity matter? J. Marketing 77(6):37–53.Crossref, Google Scholar
• Homburg C, Ehm L, Artz M (2015) Measuring and managing consumer sentiment in an online community environment. J. Marketing Res. 52(5):629–641.Crossref, Google Scholar
• Hutto C, Gilbert E (2014) VADER: A parsimonious rule-based model for sentiment analysis of social media text. Adar E, Resnick P, eds. Proc. Internat. AAAI Conf. Weblogs Soc. Media, vol. 8 (Association for the Advancement of Artificial Intelligence, Ann Arbor, MI), 216–225. Google Scholar
• Jäger S, Heining J (2022) How substitutable are workers? Evidence from worker deaths. Amer. Econom. Rev., Conditionally accepted. Google Scholar
• Khern-Am Nuai W, Kannan K, Ghasemkhani H (2018) Extrinsic versus intrinsic rewards for contributing reviews in an online platform. Inform. Systems Res. 29(4):871–892.Link, Google Scholar
• Li X (2016) Could deal promotion improve merchants’ online reputations? The moderating role of prior reviews. J. Management Inform. Systems 33(1):171–201.Crossref, Google Scholar
• Li X (2018) Impact of average rating on social media endorsement: The moderating role of rating dispersion and discount threshold. Inform. Systems Res. 29(3):739–754.Link, Google Scholar
• Li C, Cui G, Peng L (2017) The signaling effect of management response in engaging customers: A study of the hotel industry. Tourism Management 62:42–53.Crossref, Google Scholar
• Li Y, Lu LX, Lu SF (2023) Does social media dominate government report cards in influencing nursing home demand? Manufacturing Service Oper. Management 25(6):2085–2105.Link, Google Scholar
• Liu L, Wang Y, Xu Y (2024) A practical guide to counterfactual estimators for causal inference with time-series cross-sectional data. Amer. J. Political Sci. 68(1):160–176.Crossref, Google Scholar
• Loria S, Keen P, Honnibal M, Yankovsky R, Karesh D, Dempsey E (2018) TextBlob: Simplified text processing. Python library. Accessed November 6, 2025, https://textblob.readthedocs.io/en/dev/. Google Scholar
• Luca M (2016) Reviews, reputation, and revenue: The case of Yelp.com. Harvard Business School Working Paper No. 12-016, Harvard Business School, Boston.Google Scholar
• Pantelidis IS (2010) Electronic meal experience: A content analysis of online restaurant comments. Cornell Hospitality Quart. 51(4):483–491.Crossref, Google Scholar
• Pee LG (2016) Negative online consumer reviews: Can the impact be mitigated? Internat. J. Market Res. 58(4):545–567.Crossref, Google Scholar
• Proserpio D, Zervas G (2017) Online reputation management: Estimating the impact of management responses on consumer reviews. Marketing Sci. 36(5):645–665.Link, Google Scholar
• Qiao D, Rui H (2023) Text performance on Vine stage? The effect of incentive on product review text quality. Inform. Systems Res. 34(2):676–697.Link, Google Scholar
• Ravichandran T, Deng C (2023) Effects of managerial response to negative reviews on future review valence and complaints. Inform. Systems Res. 34(1):319–341.Link, Google Scholar
• Řehůřek R, Sojka P (2010) Software framework for topic modeling with large corpora. Ramakrishnan C, Baumgartner E, Jr., eds. Proc. LREC 2010 Workshop New Challenges NLP Frameworks (University of Malta, Valletta), 45–50. Google Scholar
• Ren F, Tan Y, Wan F (2023) Know your firm: Managing social media engagement to improve firm sales performance. MIS Quart. 47(1):227–262.Crossref, Google Scholar
• Rosenbaum PR, Rubin DB (1983) The central role of the propensity score in observational studies for causal effects. Biometrika 70(1):41–55.Crossref, Google Scholar
• Shi Z, Rui H, Whinston AB (2014) Content sharing in a social broadcasting environment: Evidence from Twitter. MIS Quart. 38(1):123–142.Crossref, Google Scholar
• Small Business Administration (2022) United States small business economic profile. Accessed November 6, 2025, https://advocacy.sba.gov/wp-content/uploads/2022/08/Small-Business-Economic-Profile-US.pdf.Google Scholar
• Spence M (2002) Signaling in retrospect and the informational structure of markets. Amer. Econom. Rev. 92(3):434–459.Crossref, Google Scholar
• Sun S, Gao Y, Rui H (2021) Does active service intervention drive more complaints on social media? The roles of service quality and awareness. J. Management Inform. Systems 38(3):579–611.Crossref, Google Scholar
• U.S. Census Bureau (2023a) 2018–2022 American Community Survey 5-year estimates. Accessed November 6, 2025, https://www.census.gov/data/developers/data-sets/acs-5year.html.Google Scholar
• U.S. Census Bureau (2023b) City and town population totals: 2020–2022. Accessed November 6, 2025, https://www.census.gov/data/tables/time-series/demo/popest/2020s-total-cities-and-towns.html.Google Scholar
• Wang Y, Chaudhry A (2018) When and how managers’ responses to online reviews affect subsequent reviews. J. Marketing Res. 55(2):163–177.Crossref, Google Scholar
• Wang J, Li G, Hui KL (2022) Monetary incentives and knowledge spillover: Evidence from a natural experiment. Management Sci. 68(5):3549–3572.Link, Google Scholar
• Yang M, Ren Y, Adomavicius G (2019a) Understanding user-generated content and customer engagement on Facebook business pages. Inform. Systems Res. 30(3):839–855.Link, Google Scholar
• Yang M, Zheng Z, Mookerjee V (2019b) Prescribing response strategies to manage customer opinions: A stochastic differential equation approach. Inform. Systems Res. 30(2):351–374.Link, Google Scholar
• Yelp (2017) How do I turn messages or quote requests for my business on or off? Accessed October 6, 2025, https://web.archive.org/web/20170331024350/https://www.yelp-support.com/article/How-do-I-turn-messages-or-quote-requests-for-my-business-on-or-off?l=en_US.Google Scholar
• Yelp (2024) Why claim your business page on Yelp. Accessed May 16, 2024, https://business.yelp.com/products/business-page/.Google Scholar