Negative reviews: Formation, spread, and halt of opportunistic behavior
Volume: 74, Pages: 138 - 146
Published: Aug 1, 2018
Abstract
Studies have shown that companies conduct compensation strategies in times of service failure to enhance recovery satisfaction and purchase intention. The role of compensation strategy in individuals’ propensity to leave fake negative reviews, however, has not been well studied. Accordingly, the present conceptual study addresses this gap. First, we present how customers’ deviant behavior is the result of companies’ service recovery strategies...
Paper Details
Title
Negative reviews: Formation, spread, and halt of opportunistic behavior
Published Date
Aug 1, 2018
Volume
74
Pages
138 - 146
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