To defend or not to defend? : how responses to negative customer review affect prospective customers' distrust and purchase intention
Haichuan Zhao & Lan Jiang & Chenting Su
| Year of publication: |
2020
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|---|---|
| Authors: | Zhao, Haichuan ; Jiang, Lan ; Su, Chenting |
| Published in: |
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation. - Thousand Oaks, CA : SAGE Publishing, ISSN 1094-9968, ZDB-ID 1424950-9. - Vol. 50.2020, p. 45-64
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| Subject: | Integrity-based negative review | Competence-based negative review | Apology | Perceived stability | Distrust | Konsumentenverhalten | Consumer behaviour | Vertrauen | Confidence | Kundenzufriedenheit | Customer satisfaction | Virales Marketing | Viral marketing | Emotion | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.intmar.2019.11.001 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012289421