Add to ORKGBy means of an experiment, we study the most effective means for companies to counter complaints as expressed in negative electronic word of mouth (NWOM). The results show that negative brand evaluations engendered by NWOM, can be attenuated by webcare interventions dependent on type of strategy (proactive vs. reactive) and platform used (consumer-generated vs. brand-generated blog). This effect appeared to be mediated by conversational human voice. The findings are discussed in the light of practical implications for online complaint management
Due to the emergence of the Internet, it has extended the traditional Word-of-Mouth (WOM) to a new f...
ENTER 2016 Conference on Information and Communication Technologies in Tourism Research NotesIn the ...
Word-of-Mouth (WOM) communication is increasingly being recognized as one of the most effective and ...
Web 2.0 has empowered consumers to voice complaints with reduced costs (physical and psychological),...
Social media enable consumers to easily share satisfying or unsatisfying consumption experiences wit...
The advent of customer empowering technologies has provided customers with a plethora of online venu...
Purpose: This paper aims to demonstrate that online complainants’ reactions to a company’s service r...
Purpose: This paper aims to demonstrate that online complainants' reactions to a company's service r...
Social media offer an unprecedented opportunity for companies to interact more closely with customer...
This study aims to provide an understanding of the relationships between consumer's negative word of...
When consumers are dissatisfied with a consumption experience, they usually respond in one of the fo...
The purpose of this research is to examine the effects of different webcare strategies (defensive, a...
At present, as customers often turn to social media platforms to share their service experience, thi...
Online firestorms pose severe threats to online brand communities. Any negative electronic word of m...
Web-based technologies have created numerous opportunities for electronic word-of-mouth (eWOM) commu...
Due to the emergence of the Internet, it has extended the traditional Word-of-Mouth (WOM) to a new f...
ENTER 2016 Conference on Information and Communication Technologies in Tourism Research NotesIn the ...
Word-of-Mouth (WOM) communication is increasingly being recognized as one of the most effective and ...
Web 2.0 has empowered consumers to voice complaints with reduced costs (physical and psychological),...
Social media enable consumers to easily share satisfying or unsatisfying consumption experiences wit...
The advent of customer empowering technologies has provided customers with a plethora of online venu...
Purpose: This paper aims to demonstrate that online complainants’ reactions to a company’s service r...
Purpose: This paper aims to demonstrate that online complainants' reactions to a company's service r...
Social media offer an unprecedented opportunity for companies to interact more closely with customer...
This study aims to provide an understanding of the relationships between consumer's negative word of...
When consumers are dissatisfied with a consumption experience, they usually respond in one of the fo...
The purpose of this research is to examine the effects of different webcare strategies (defensive, a...
At present, as customers often turn to social media platforms to share their service experience, thi...
Online firestorms pose severe threats to online brand communities. Any negative electronic word of m...
Web-based technologies have created numerous opportunities for electronic word-of-mouth (eWOM) commu...
Due to the emergence of the Internet, it has extended the traditional Word-of-Mouth (WOM) to a new f...
ENTER 2016 Conference on Information and Communication Technologies in Tourism Research NotesIn the ...
Word-of-Mouth (WOM) communication is increasingly being recognized as one of the most effective and ...