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Webcare as customer relationship and reputation management? motives for negative electronic word of mouth and their effect on webcare receptiveness
Willemsen, Lotte; Neijens, Peter C.; Bronner, Fred A. - In: The changing roles of advertising : [extended versions …, (pp. 55-69). 2013
Persistent link: https://www.econbiz.de/10009773057
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How to keep complaints from spreading : limiting the fallout from negative social media posts
In: Harvard business review : HBR 98 (2020) 3, pp. 19-22
Persistent link: https://www.econbiz.de/10012288892
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"Managing these incidents as a full-contract sport"
Hahn-Griffiths, Stephen (interviewee) - In: Harvard business review : HBR 98 (2020) 3, pp. 22-23
Persistent link: https://www.econbiz.de/10012288895
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Emotional stakeholders as "crisis communicators" in social media : the case of the Telenor customer complaints crisis
Johansen, Britt Foget; Johansen, Winni; Weckesser, Nina M. - In: Corporate communications : an international journal 21 (2016) 3, pp. 289-308
Persistent link: https://www.econbiz.de/10011582904
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Gulping the poison : how webcare attributes reduce damages to brands caused by negative reviews
Tathagata, Ghosh; Amar, Raju G. - In: Journal of internet commerce 17 (2018) 3, pp. 216-254
Persistent link: https://www.econbiz.de/10011987461
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When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius; Schnittka, Oliver - In: Journal of the Academy of Marketing Science 47 (2019) 5, pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
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Online public response to a service failure incident : implications for crisis communications
Su, Lijuan; Stepchenkova, Svetlana; Kirilenko, Andrei - In: Tourism management : research, policies, practice 73 (2019), pp. 1-12
Persistent link: https://www.econbiz.de/10012004627
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An empirical test of image restoration theory and best practice suggestions within the context of social mediated crisis communication
Nazione, Samantha; Perrault, Evan K. - In: Corporate reputation review : an international journal 22 (2019) 4, pp. 134-143
Persistent link: https://www.econbiz.de/10012133055
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Responding to online complaints in webcare by public organizations : the impact on continuance intention and reputation
Jacobs, Sandra; Liebrecht, Christine - In: Journal of communication management 27 (2023) 1, pp. 1-20
Persistent link: https://www.econbiz.de/10014288355
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Complaint management on social networking platforms : an examination of inconsistent complaint behaviour and the identification of potential reduction strategies
Bruhn, Manfred; Papen, Marie-Christin; Zingg, Dominique - In: Marketing : ZFP ; journal of research and management 37 (2015) 4, pp. 201-206
Persistent link: https://www.econbiz.de/10011561018