How managerial responses to online reviews affect customer satisfaction : an empirical study based on additional reviews
Yan Zhao, Lingling Wen, Xiangnan Feng, Ran Li, Xiaolin Lin
| Year of publication: |
2020
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|---|---|
| Authors: | Zhao, Yan ; Wen, Lingling ; Feng, Xiangnan ; Li, Ran ; Lin, Xiaolin |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 57.2020, p. 1-11
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| Subject: | Managerial response | Additional review | Customer relationship management | e-commerce | Online social media | Social Web | Social web | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Electronic Commerce | E-commerce | Virales Marketing | Viral marketing | Online-Handel | Online retailing | Online-Marketing | Internet marketing | Führungskräfte | Managers | Konsumentenverhalten | Consumer behaviour |