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Given resource constraints such as time and staffing, hotels cannot respond to all negative online reviews (NORs). Therefore, this study investigates (1) what types of NORs hotels should prioritize responding; and (2) what response strategies are more effective in handling different types of NORs to minimize the negative ramifications.

Four experiments in the context of hospitability were used to test the hypotheses.

Our findings show that NORs with implicit conclusions (e.g. “I do not believe that is a good choice, you know what I mean.”) are more dissuasive than NORs with explicit ones (e.g. “Do not buy it.”) because the former NORs are perceived as more objective than the latter NORs. More importantly, our results show that firms do not need to respond to explicit NORs. When responding to implicit NORs, firms should prioritize those related to service failures caused by external (e.g. weather, technological misfunction) rather than internal (e.g. poor management, employee skills) factors.

Our studies focus on the language styles of Chinese NORs, and future research should investigate how language styles influence dissuasion in other languages.

Our results show that NORs with implicit conclusions negatively impact consumer attitude and thus hurt performance more significantly than those with explicit conclusions. Therefore, firms should allocate limited staffing and resources to NORs with implicit conclusions. When responding to implicit NORs, firms should select NORs that can be attributed to external factors.

Our findings shed light on the importance of the language styles of NORs and provide marketers with insights into how to handle NORs. Our results reveal that consumers perceive higher objectivity of NORs when these reviews are implicit than when they are explicit. Furthermore, this study contributes to the online review literature by suggesting that firms should tailor their response strategies for NORs based on the reviewers’ language styles.

This paper aims to review the extant literature on open innovation and new product development (NPD) using bibliometric analysis to gauge the evolving journey of this concept in the domain of Business and Management.

The researcher used the Scopus database to search the relevant documents for bibliometric analysis. The data range was from 2006 till June 2023. Citation analysis, co-citation analysis and co-occurrence of authors' keywords were used for bibliometric analysis.

The paper charts the intellectual structure of literature related to open innovation and NPD. The five major themes emerge as prominent themes in the literature, i.e. Open Innovation: Conceptualization, Dynamic Capabilities and Competitive Advantages; Open Innovation: Contingencies and Possibilities; Co-creation and New Product Development (NPD); Open Innovation for Businesses: A Shifting Paradigm; and Implementing of Open Innovation in Industries: Cases. Besides this, the study also reveals the most influential authors, journals and countries in their contribution to open innovation and new product development. Future research directions are also presented.

The present study contributes on academic and managerial fronts. The study provides important insights contributing to the open innovation and NPD literature. From the organizational point of view, the study provides a detailed understanding of the concept of open innovation and NPD that can aid managers in acquiring a comprehensive knowledge of the concept before using it as a strategic intervention.

The present study identifies the gradual progression of this research area over time. It delineates key themes emerging from past literature, providing avenues for future research.