Negative reviews, positive impact : consumer empathetic responding to unfair word of mouth
Thomas Allard, Lea H. Dunn, and Katherine White
| Year of publication: |
2020
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|---|---|
| Authors: | Allard, Thomas ; Dunn, Lea H. ; White, Katherine |
| Published in: |
Journal of marketing. - Thousand Oaks, CA : Sage Publishing, ISSN 1547-7185, ZDB-ID 2052318-X. - Vol. 84.2020, 4, p. 86-108
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| Subject: | word of mouth | fairness | negative reviews | customer complaints | empathy | emotions | Virales Marketing | Viral marketing | Emotion | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Beziehungsmarketing | Relationship marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/0022242920924389 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012231631