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<p>This study introduces structured selectivity as a framework for understanding why firms respond to some consumer reviews but not others. Drawing on the attention-based view of the firm, we ask how organizational attention shapes managerial responsiveness in online review environments. We conceptualize responsiveness as a function of structural attention capacity and situational attention demand. Using 71 million Google reviews across ten industries, we estimate industry-level separate logistic models. Results show that routines shape responsiveness, while review-level cues (e.g., sentiment deviation, linguistic distinctiveness, effort) determine which reviews attract attention. The study contributes by reframing responsiveness as a conditional rather than an additive process, clarifying how organizational routines and contextual salience jointly govern visible engagement in large-scale digital feedback systems.</p>

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Who gets a reply? Modeling managerial responses to online reviews across industries

  • 期刊论文

  • 发表日期：

    2026年2月6日

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  • Lavy Khoushinsky,
  • Arseny Kokotov

摘要

This study introduces structured selectivity as a framework for understanding why firms respond to some consumer reviews but not others. Drawing on the attention-based view of the firm, we ask how organizational attention shapes managerial responsiveness in online review environments. We conceptualize responsiveness as a function of structural attention capacity and situational attention demand. Using 71 million Google reviews across ten industries, we estimate industry-level separate logistic models. Results show that routines shape responsiveness, while review-level cues (e.g., sentiment deviation, linguistic distinctiveness, effort) determine which reviews attract attention. The study contributes by reframing responsiveness as a conditional rather than an additive process, clarifying how organizational routines and contextual salience jointly govern visible engagement in large-scale digital feedback systems.