"We(b)care" : how review set balance moderates the appropriate response strategy to negative online reviews
Nathalie Dens; Patrick De Pelsmacker; Nathalia Purnawirawan
| Year of publication: |
2015
|
|---|---|
| Authors: | Dens, Nathalie ; Pelsmacker, Patrick de ; Purnawirawan, Nathalia |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 26.2015, 3, p. 486-515
|
| Subject: | Service management | Trust | Communication | Service failures | Vertrauen | Confidence | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsmanagement | Beschwerdemanagement | Complaint management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011389108