Snehasish Banerjee

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The authors investigate the interplay between answer quality and answer speed across question types in community question-answering sites (CQAs). The research questions addressed are the following: (a) How do answer quality and answer speed vary across question types? (b) How do the relationships between answer quality and answer speed vary across question(More)
The purpose of this paper is to analyze the extent to which the use of social media can support customer knowledge management (CKM) in organizations relying on a traditional bricks-and-mortar business model. The paper uses a combination of qualitative case study and netnography on Starbucks, an international coffee house chain. Data retrieved from varied(More)
Given users' growing penchant to use online reviews for travel planning, the business malpractice of posting manipulative reviews to distort the reputation of hotels is on the rise. Some manipulative reviews could be positive and intended to boost own offerings, while others could be negative and meant to slander competing ones. However, most scholarly(More)
Although the prevalence of fake online reviews for products and services is deemed to have become an epidemic, little is known about the strategies used to write such bogus entries. Hence, this paper conducts an exploratory study to understand the process by which fake reviews are written. Participants were invited to write fake reviews for hotels in a(More)
As users continue to rely on online hotel reviews for making purchase decisions, the trend of posting deceptive reviews to heap praises and kudos is gradually becoming a wellestablished e-business malpractice. Conceivably, it is not trivial for users to distinguish between genuine and deceptive kudos in reviews. Hence, this paper identifies three linguistic(More)
With the profusion of social media, users increasingly browse through hotel reviews posted in websites such as or to make a booking. Concurrently, contributing deceptive reviews to unduly applaud hotels is fast becoming a well-established e-business malpractice. Therefore, analyzing differences between genuine and deceptive(More)
The objective of this paper is to distinguish between authentic and fictitious user-generated hotel reviews. To achieve this objective, it adopts a two-step approach. The first seeks to classify authentic and fictitious reviews by leveraging on their possible textual differences. The second step attempts to identify the textual traits that are unique to(More)