Managing negative word-of-mouth : an exploratory study
Year of publication: |
2014
|
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Authors: | Williams, Martin ; Buttle, Francis A. |
Published in: |
Journal of marketing management : MM. - Abingdon : Routledge, Taylor & Francis Group, ISSN 0267-257X, ZDB-ID 645971-7. - Vol. 30.2014, 13/14, p. 1423-1447
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Subject: | word-of-mouth | negative word-of-mouth | WOM | complaints management | customer relationship management | crisis management | issue management | PR | public relations | case study | Beziehungsmarketing | Relationship marketing | Virales Marketing | Viral marketing | Öffentlichkeitsarbeit | Public relations | Beschwerdemanagement | Complaint management | Krisenmanagement | Crisis management |
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