Although researchers and practitioners have access to a growing body of evidence on the effects of electronic word-of-mouth (eWOM) frequency and valence, a more detailed understanding of eWOM content is needed in order to better influence these social media-enabled conversations. Based on an...

The creation and management of customer relationships is fundamental to the practice of marketing. Marketers have long maintained a keen interest in relationships: what they are, why they are formed, what effects they have on consumers and the marketplace, how they can be measured and when and...

"The creation and management of customer relationships is fundamental to the practice of marketing. Marketers have long maintained a keen interest in relationships: what they are, why they are formed, what effects they have on consumers and the marketplace, how they can be measured and when and...