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• 2015Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern493 cited
• 2011Identifying Like-Minded Audiences for Global Warming Public Engagement Campaigns: An Audience Segmentation Analysis and Tool Development358 cited
• 2010An empirical investigation of electronic word-of-mouth: Informational motive and corporate response strategy247 cited
• 2015Terms of engagement: Analyzing public engagement with organizations through social media230 cited
• 2014Instrumental and/or Deliberative? A Typology of CSR Communication Tools202 cited
• 2012Organizational Reputation, Regulatory Talk, and Strategic Silence196 cited
• 2017Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach169 cited
• 2009Strategic Communication: An Institutional Perspective166 cited
• 2017Messages on CSR-dedicated Facebook pages: What works and what doesn’t159 cited
• 2010Public Relations Leadership in Corporate Social Responsibility104 cited
• 2018International Organizations “Going Public”? An Event History Analysis of Public Communication Reforms 1950–2015101 cited
• 2015“You Can't Run Your SUV on Cute. Let's Go!”: Internet Memes as Delegitimizing Discourse100 cited
• 2014Agile public relations planning: The Reflective Communication Scrum