Q. Briefly explain and provide a procedure that a firm needs to adopt for effectively managing and responding to online reviews How the firms can manage the online review? For example, if a customer reviewed how the firm can response. Provide a procedure to manage online reviews that considers: • Technology requirements • Human resource issues: training, roles, responsibilities of staff • Data requirements: how to persuade customers to write reviews, software to analyse data etc. • Organizational policies and rules on how to respond to reviews