Tell it like it is: The effects of differing responses to negative online reviews
Abstract
Negative electronic word-of-mouth (eWOM) has a notable impact on a consumer's online purchase decisions and attitude toward a company or product. Despite substantial research examining this phenomenon, little attention has been given to the impact of responses to negative eWOM. The authors examine negative eWOM in the form of online reviews to understand how responses may impact a consumer’s product satisfaction and attitude toward the company....
Paper Details
Title
Tell it like it is: The effects of differing responses to negative online reviews
Published Date
Sep 27, 2018
Journal
Volume
35
Issue
12
Pages
891 - 901
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