The Impact of Managerial Responses to Online Reviews on Consumers' Perceived Trust and Attitude
作者： Nathalia Purnawirawan , Patrick De Pelsmacker , Nathalie Dens
DOI: 10.1007/978-3-658-08132-4_5
关键词: Marketing 、 Advertising 、 Product (category theory) 、 Service recovery 、 Customer satisfaction 、 Perception 、 Word of mouth 、 Service provider 、 Business 、 Service (business) 、 Response strategy
摘要: … The results for both perceived trust and attitude confirm our expectation: the more negative the … Table 1: The impact of balance-response interaction on Perceived Trust and Attitude: N, …
springer.com
sci-hub.st 参考文章(35)
Christy M.K. Cheung, Matthew K.O. Lee, Online Consumer Reviews: Does Negative Electronic Word-of-Mouth Hurt More? americas conference on information systems. pp. 143- ,(2008)
Stephen S. Tax, Stephen W. Brown, Recovering and Learning from Service Failure Sloan Management Review. ,vol. 40, pp. 75- 88 ,(1998)
Thorsten Hennig-Thurau, Gianfranco Walsh, Gianfranco Walsh, Electronic Word-of-Mouth: Motives for and Consequences of Reading Customer Articulations on the Internet International Journal of Electronic Commerce. ,vol. 8, pp. 51- 74 ,(2003) , 10.1080/10864415.2003.11044293
Peter H. Kim, Donald L. Ferrin, Cecily D. Cooper, Kurt T. Dirks, Removing the Shadow of Suspicion: The Effects of Apology Versus Denial for Repairing Competence- Versus Integrity-Based Trust Violations Journal of Applied Psychology. ,vol. 89, pp. 104- 118 ,(2004) , 10.1037/0021-9010.89.1.104
R.D Mueller, A Palmer, R Mack, R McMullan, Service in the restaurant industry: an American and Irish comparison of service failures and recovery strategies. International Journal of Hospitality Management. ,vol. 22, pp. 395- 418 ,(2003) , 10.1016/S0278-4319(03)00072-0
James G Maxham, Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions Journal of Business Research. ,vol. 54, pp. 11- 24 ,(2001) , 10.1016/S0148-2963(00)00114-4
W. Timothy Coombs, An Analytic Framework for Crisis Situations: Better Responses From a Better Understanding of the Situation Journal of Public Relations Research. ,vol. 10, pp. 177- 191 ,(1998) , 10.1207/S1532754XJPRR1003_02
Robert Johnston, Sandy Mehra, Best-practice complaint management Academy of Management Perspectives. ,vol. 16, pp. 145- 154 ,(2002) , 10.5465/AME.2002.8951342
Amy K. Smith, Ruth N. Bolton, Janet Wagner, A model of customer satisfaction with service encounters involving failure and recovery Journal of Marketing Research. ,vol. 36, pp. 356- 372 ,(1999) , 10.2307/3152082
Donald R. Lichtenstein, William O. Bearden, Contextual Influences on Perceptions of Merchant-Supplied Reference Prices Journal of Consumer Research. ,vol. 16, pp. 55- 66 ,(1989) , 10.1086/209193