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Complaint Management Unlocked - Anika Kunz
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Complaint Management Unlocked - neues Buch

2013, ISBN: 9783656579939

ID: 126042000

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. Masterarbeit aus dem Jahr 2013 im Fachbereich Medien / Kommunikation - Public Relations, Werbung, Marketing, Social Media, Note: 7,3 out of 10 (B), Universiteit van Amsterdam (Graduate School of Communicatin), Veranstaltung: Communication Science (Persuasive Communication), Sprache: Englisch eBook eBooks>Fremdsprachige eBooks>Englische eBooks>Sach- & Fachthemen>Wirtschaft, GRIN Verlag

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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: The effects of different variations of reactive versus proactive webcare on co - 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: The effects of different variations of reactive versus proactive webcare on co - neues Buch

ISBN: 9783656579939

ID: 9783656579939

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations: The effects of different variations of reactive versus proactive webcare on co 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 Business>Marketing Strategies>Marketing Strategies NOOK Book (eBook), GRIN Verlag GmbH

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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

ID: 713627144

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 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 eBooks > Wirtschaft, GRIN Publishing

Neues Buch Hugendubel.de
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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating ef... - neues Buch

ISBN: 9783656579939

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Neues Buch eBook.de
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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 - Erstausgabe

2014, ISBN: 9783656579939

ID: 29088293

[ED: 1], 1. Auflage, eBook Download (EPUB,PDF), eBooks, [PU: GRIN Verlag]

Neues Buch Lehmanns.de
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