This timely edited collection offers a multidisciplinary perspective on social commerce, a phenomenon that has gained increasing interest over the last 8 years. Investigating how social media can be used to generate value for brands beyond customer relationship purposes, the skilled authors...

Ines Nee makes important key contributions to service recovery research by analyzing the effect of management response content towards negative online customer reviews on the observer’s purchase intention. This study is the first to provide a conceptual basis of observers’ behavioral...

The emergence of social media as one of the driving forces of consumers’ online experiences today also challenges our current understanding on marketing and brand management. The effects of brands’ social media involvement are to this day uncertain. Severin Dennhardt shows that social media...

Chancen von Kundenkommunikation für das Marketing -- Social Media als Inkubator für Word-of-Mouth -- Modell der Informationsverteilung in sozialen Medien -- Partizipationsformen im Kommunikationsprozess.

User generated branding (UGB) as a field of study -- Theoretical basis for the development of a UGB reference framework -- Specification of UGB -- Development of the explanatory UGB model -- Empiric model validation and hypothesis testing -- Summary, critical consideration and outlook

Die Mundwerbung stellt einen maßgeblichen Treiber des Diffusionserfolges von Produkten dar. Michael Möller untersucht persönlichkeitsspezifisch die Abgabe von Online-Kundenartikulationen und damit den Zusammenhang zwischen Persönlichkeitsstruktur und dessen Einfluss auf die...

Wolfgang Weitzl introduces a novel perspective for measuring consumer trust in eWOM by applying a rigid scale development process. In doing so, the research aims to set new methodical standards for developing reliable, valid and practicable research instruments. Most importantly, however, the...

This book provides a synthesis of research perspectives on customer engagement through a collection of chapters from thought leaders. It identifies cutting-edge metrics for capturing and measuring customer engagement and highlights best practices in implementing customer engagement marketing...

Definition of Third-Party Product Reviews (TPPRs) -- Theories Explaining TPPR Effects on Consumer Behaviour -- Perceived Quality Research -- Customer Value -- Empirical Approach and Conceptual Models -- Rasch Modelling and Scale Development -- TPPR and the Product Choice Progress -- TPPR,...