Managing negative reviews : the persuasive role of webcare characteristics
Year of publication: |
April-June 2017
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Authors: | Ghosh, Tathagata |
Published in: |
Journal of internet commerce. - Binghamton, NY: Haworth Press, ISSN 1533-2861, ZDB-ID 2136900-8. - Vol. 16.2017, 2, p. 148-173
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Subject: | Consumer forgiveness | loyalty | negative review | review helpfulness | service failure | webcare characteristics | Konsumentenverhalten | Consumer behaviour | USA | United States | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing |
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