How Should Developers Respond to App Reviews? Features Predicting the Success of Developer Responses
Kamonphop Srisopha, Daniel Link, BARRY W. BOEHM · Evaluation and Assessment in Software Engineering · 2021
Context: The Google Play Store allows app developers to respond to user reviews. Existing research shows that response strategies vary considerably. In addition, while responding to reviews can lead to several types of favorable outcomes, not every response leads to success, which we define as increased user ratings.