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dc.contributor.authorKumar, Anil
dc.contributor.authorDash, Manoj Kumar
dc.date.accessioned2019-01-21T14:28:12Z
dc.date.available2019-01-21T14:28:12Z
dc.date.issued2017-01
dc.identifier.citationKumar, A., and Dash, M. K. (2017) ‘Causal modelling and analysis evaluation of online reputation management using Fuzzy Delphi and DEMATEL’, International Journal of Strategic Decision Sciences (IJSDS), 8(1), pp. 27-45. doi:10.4018/IJSDS.2017010103en
dc.identifier.issn1947-8569
dc.identifier.issn1947-8577
dc.identifier.doi10.4018/IJSDS.2017010103
dc.identifier.urihttp://hdl.handle.net/10545/623340
dc.description.abstractOnline reputation management (ORM) is a significant and proactive tool that can reinforce the credibility of the service provider. Literature existing today on this topic has rarely reported on the causal modeling analysis from an ORM perspective. Therefore, the objective of this paper is to build a factor structure of ORM and to build the inter-relationship map amongst the criteria of each factor. To allow for vague human judgment, a fuzzy concept is employed in a form of Fuzzy Delphi. The DEMATEL technique has been used to develop a Network Relationship Map (NRM) among the criteria of each factor. Data has been gathered through a structured questionnaire conducted with a survey of experts. The study divided the criteria of each factor into cause-effect criteria. Findings of the study show that criteria such as distributed reputation system, trust, online competitive branding, website management, customer relationship, search engine optimization, corporate social responsibility, users' reach, competition/page views, purchase discounted products and cash back or money back fall under the cause group of ORM's factors. The results of this study can not only help service providers to enhance their reputation but can also guide them towards targeting their customers in an online platform.
dc.description.sponsorshipN/Aen
dc.language.isoenen
dc.publisherIGI Globalen
dc.relation.urlhttp://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJSDS.2017010103en
dc.rightsArchived with thanks to International Journal of Strategic Decision Sciencesen
dc.subjectFuzzy Delphien
dc.subjectDEMATELen
dc.subjectInfluential Network Relation Map (INRM)en
dc.subjectOnline Reputation Management (ORM)en
dc.subjectMulti-Criteria Decision Making (MCDM)en
dc.titleCausal modelling and analysis evaluation of online reputation management using Fuzzy Delphi and DEMATELen
dc.typeArticleen
dc.contributor.departmentBML Munjal Universityen
dc.contributor.departmentIndian Institute of Information Technology and Management, Gwalioren
dc.identifier.journalInternational Journal of Strategic Decision Sciencesen
dc.contributor.institutionSchool of Management, BML Munjal University, Gurgaon, India
dc.contributor.institutionBehavioural Economics Experiments and Analytics Laboratory, Indian Institute of Information Technology and Management, Gwalior, India
dc.dateAccepted2017-02-12
dc.dateAccepted2017-02-12
dc.dateAccepted2017-02-12
html.description.abstractOnline reputation management (ORM) is a significant and proactive tool that can reinforce the credibility of the service provider. Literature existing today on this topic has rarely reported on the causal modeling analysis from an ORM perspective. Therefore, the objective of this paper is to build a factor structure of ORM and to build the inter-relationship map amongst the criteria of each factor. To allow for vague human judgment, a fuzzy concept is employed in a form of Fuzzy Delphi. The DEMATEL technique has been used to develop a Network Relationship Map (NRM) among the criteria of each factor. Data has been gathered through a structured questionnaire conducted with a survey of experts. The study divided the criteria of each factor into cause-effect criteria. Findings of the study show that criteria such as distributed reputation system, trust, online competitive branding, website management, customer relationship, search engine optimization, corporate social responsibility, users' reach, competition/page views, purchase discounted products and cash back or money back fall under the cause group of ORM's factors. The results of this study can not only help service providers to enhance their reputation but can also guide them towards targeting their customers in an online platform.


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