The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders
Wolfgang Weitzl, Clemens Hutzinger
| Year of publication: |
November 2017
|
|---|---|
| Authors: | Weitzl, Wolfgang ; Hutzinger, Clemens |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 80.2017, p. 164-175
|
| Subject: | Online complaints | Negative word-of-mouth | Service failure | Service recovery | Webcare | Brand advocate | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Markenimage | Brand image | Beziehungsmarketing | Relationship marketing | Online-Handel | Online retailing | Social Web | Social web |