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Kleinster Preis: € 10,45, größter Preis: € 15,99, Mittelwert: € 13,00

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - neues Buch

1, ISBN: 9783656579939

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate Scho… Mehr…

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate School of Communicatin), course: Communication Science (Persuasive Communication), language: English, abstract: Online platforms empower consumers to share their negative experiences with a broad public of fellow consumers on the Internet. Complaints expressed as negative electronic word of mouth (nWOM) have a great Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate School of Communicatin), course: Communication Science (Persuasive Communication), language: English, abstract: Online platforms empower consumers to share their negative experiences with a broad public of fellow consumers on the Internet. Complaints expressed as negative electronic word of mouth (nWOM) have a great potential to damage companies accused in these publicly made complaints. This study investigates upon the most effective means for companies to counter nWOM by means of webcare. The results show that a loss of satisfaction and trust as well as negative eWOM behaviour after a service failure can be positively influenced depending on the content of a webcare response (accommodative vs. notice). These effects appear to be mediated by consumers' expectations. Furthermore, although webcare communication strategy (proactive vs. reactive) does not influence satisfaction, trust and negative eWOM behaviour of senders of nWOM, the results show an influence of webcare communication strategy on positive eWOM behaviour. The findings of this study are discussed in the light of the potential of webcare to serve as a tool for online complaint management. Marketing & Sales, Business & Finance, Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect~~ Anika Kunz~~Marketing & Sales~~Business & Finance~~9783656579939, en, Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations, Anika Kunz, 9783656579939, GRIN Verlag, 01/22/2014, , , , GRIN Verlag, 01/22/2014<

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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - neues Buch

1, ISBN: 9783656579939

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate Scho… Mehr…

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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating ef... - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating ef... - neues Buch

ISBN: 9783656579939

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations: Anika Kunz… Mehr…

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Complaint Management Unlocked - Anika Kunz

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Anika Kunz:
Complaint Management Unlocked - neues Buch

ISBN: 9783656579939

*Complaint Management Unlocked* - The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations. 1. Aufl… Mehr…

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Complaint Management Unlocked - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked - neues Buch

ISBN: 9783656579939

Complaint Management Unlocked - The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations. 1. Auflag… Mehr…

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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - Anika Kunz

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Anika Kunz:

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - neues Buch

1, ISBN: 9783656579939

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate Scho… Mehr…

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate School of Communicatin), course: Communication Science (Persuasive Communication), language: English, abstract: Online platforms empower consumers to share their negative experiences with a broad public of fellow consumers on the Internet. Complaints expressed as negative electronic word of mouth (nWOM) have a great Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate School of Communicatin), course: Communication Science (Persuasive Communication), language: English, abstract: Online platforms empower consumers to share their negative experiences with a broad public of fellow consumers on the Internet. Complaints expressed as negative electronic word of mouth (nWOM) have a great potential to damage companies accused in these publicly made complaints. This study investigates upon the most effective means for companies to counter nWOM by means of webcare. The results show that a loss of satisfaction and trust as well as negative eWOM behaviour after a service failure can be positively influenced depending on the content of a webcare response (accommodative vs. notice). These effects appear to be mediated by consumers' expectations. Furthermore, although webcare communication strategy (proactive vs. reactive) does not influence satisfaction, trust and negative eWOM behaviour of senders of nWOM, the results show an influence of webcare communication strategy on positive eWOM behaviour. The findings of this study are discussed in the light of the potential of webcare to serve as a tool for online complaint management. Marketing & Sales, Business & Finance, Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect~~ Anika Kunz~~Marketing & Sales~~Business & Finance~~9783656579939, en, Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations, Anika Kunz, 9783656579939, GRIN Verlag, 01/22/2014, , , , GRIN Verlag, 01/22/2014<

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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - Anika Kunz

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Anika Kunz:

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - neues Buch

1, ISBN: 9783656579939

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate Scho… Mehr…

- E-Book zum download. Versandkosten: EUR 0.00

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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating ef... - Anika Kunz

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Anika Kunz:
Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating ef... - neues Buch

ISBN: 9783656579939

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations: Anika Kunz… Mehr…

- No. 21990636. Versandkosten:Zzgl. Versandkosten. (EUR 0.00)

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Complaint Management Unlocked - Anika Kunz

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Anika Kunz:
Complaint Management Unlocked - neues Buch

ISBN: 9783656579939

*Complaint Management Unlocked* - The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations. 1. Aufl… Mehr…

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Complaint Management Unlocked - Anika Kunz

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Anika Kunz:
Complaint Management Unlocked - neues Buch

ISBN: 9783656579939

Complaint Management Unlocked - The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations. 1. Auflag… Mehr…

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Details zum Buch

Complaint Management Unlocked

Autor:	Anika Kunz
Titel:	Complaint Management Unlocked
ISBN-Nummer:	9783656579939

Detailangaben zum Buch - Complaint Management Unlocked

EAN (ISBN-13): 9783656579939
Erscheinungsjahr: 2013
Herausgeber: GRIN Verlag

Buch in der Datenbank seit 2015-04-20T22:24:24+02:00 (Berlin)
Detailseite zuletzt geändert am 2023-06-20T16:17:01+02:00 (Berlin)
ISBN/EAN: 9783656579939

ISBN - alternative Schreibweisen:
978-3-656-57993-9
Alternative Schreibweisen und verwandte Suchbegriffe:
Autor des Buches: kunz

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9783656579953 Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect (Anika Kunz)

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