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In stories we trust: How narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts

Citations

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Cited by:

  1. Bozic, Branko, 2017. "Consumer trust repair: A critical literature review," European Management Journal, Elsevier, vol. 35(4), pages 538-547.
  2. Vermeer, Susan A.M. & Araujo, Theo & Bernritter, Stefan F. & van Noort, Guda, 2019. "Seeing the wood for the trees: How machine learning can help firms in identifying relevant electronic word-of-mouth in social media," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 492-508.
  3. Julia Hartmann & Sebastian Forkmann & Sabine Benoit & Stephan C. Henneberg, 2022. "A consumer perspective on managing the consequences of chain liability," Journal of Supply Chain Management, Institute for Supply Management, vol. 58(4), pages 58-89, October.
  4. Hornsey, Matthew J. & Chapman, Cassandra M. & La Macchia, Stephen & Loakes, Jennifer, 2024. "Corporate apologies are effective because reform signals are weighted more heavily than culpability signals," Journal of Business Research, Elsevier, vol. 177(C).
  5. van Laer, Tom & de Ruyter, Ko & Cox, David, 2013. "A Walk in Customers' Shoes: How Attentional Bias Modification Affects Ownership of Integrity-violating Social Media Posts," Journal of Interactive Marketing, Elsevier, vol. 27(1), pages 14-27.
  6. Olaf Maecker & Christian Barrot & Jan U. Becker, 2016. "The effect of social media interactions on customer relationship management," Business Research, Springer;German Academic Association for Business Research, vol. 9(1), pages 133-155, April.
  7. Ramos, Célia & Casado-Molina, Ana & Peláez, José, 2017. "Measuring Air And Terrestrial Transport Company Reputation: Tourism Intangibles Expressed In The Digital Environment," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 5(4), pages 443-462.
  8. Kick, Markus, 2015. "Social Media Research: A Narrative Review," EconStor Preprints 182506, ZBW - Leibniz Information Centre for Economics.
  9. Weitzl, Wolfgang & Hutzinger, Clemens, 2017. "The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders," Journal of Business Research, Elsevier, vol. 80(C), pages 164-175.
  10. Gensler, Sonja & Völckner, Franziska & Liu-Thompkins, Yuping & Wiertz, Caroline, 2013. "Managing Brands in the Social Media Environment," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 242-256.
  11. Abela, Andrew V., 2014. "Appealing to the imagination: Effective and ethical marketing of religion," Journal of Business Research, Elsevier, vol. 67(2), pages 50-58.
  12. Leeflang, Peter, 2011. "Paving the way for “distinguished marketing”," International Journal of Research in Marketing, Elsevier, vol. 28(2), pages 76-88.
  13. Božič, Branko & Siebert, Sabina & Martin, Graeme, 2020. "A grounded theory study of factors and conditions associated with customer trust recovery in a retailer," Journal of Business Research, Elsevier, vol. 109(C), pages 440-448.
  14. Li, Chunyu & Cui, Geng & Peng, Ling, 2017. "The signaling effect of management response in engaging customers: A study of the hotel industry," Tourism Management, Elsevier, vol. 62(C), pages 42-53.
  15. Schweitzer, Fiona & Mai, Robert, 2022. "Does one rotten apple always spoil the barrel? The role of perceptions of empowerment when consumers observe destructive others in online co-creation activities," Journal of Business Research, Elsevier, vol. 152(C), pages 436-446.
  16. Jin, Wangyan & Chen, Yuangao & Yang, Shuiqing & Zhou, Shasha & Jiang, Hui & Wei, June, 2023. "Personalized managerial response and negative inconsistent review helpfulness: The mediating effect of perceived response helpfulness," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  17. Bacile, Todd J. & Wolter, Jeremy S. & Allen, Alexis M. & Xu, Pei, 2018. "The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery," Journal of Interactive Marketing, Elsevier, vol. 44(C), pages 60-81.
  18. Gasparotto, Lisiane Santos & Pacheco, Natália Araujo & Basso, Kenny & Corte, Vitor Francisco Dalla & Rabello, Gisele Costa & Gallon, Shalimar, 2018. "The role of regulation and financial compensation on trust recovery," Australasian marketing journal, Elsevier, vol. 26(1), pages 10-16.
  19. Inda Premordia & Timea Gál, 2021. "Dear Customer, Thank You for Your Review: The Service Failure-recovery Dyadic Interactions in the Restaurant Industry," International Review of Management and Marketing, Econjournals, vol. 11(3), pages 49-57.
  20. Shuili Du & Edward Vieira, 2012. "Striving for Legitimacy Through Corporate Social Responsibility: Insights from Oil Companies," Journal of Business Ethics, Springer, vol. 110(4), pages 413-427, November.
  21. Könsgen, Raoul & Schaarschmidt, Mario & Ivens, Stefan & Munzel, Andreas, 2018. "Finding Meaning in Contradiction on Employee Review Sites — Effects of Discrepant Online Reviews on Job Application Intentions," Journal of Interactive Marketing, Elsevier, vol. 43(C), pages 165-177.
  22. Freling, Traci H. & Yang, Zhiyong & Saini, Ritesh & Itani, Omar S. & Rashad Abualsamh, Ryan, 2020. "When poignant stories outweigh cold hard facts: A meta-analysis of the anecdotal bias," Organizational Behavior and Human Decision Processes, Elsevier, vol. 160(C), pages 51-67.
  23. Vallaster, Christine & von Wallpach, Sylvia, 2013. "An online discursive inquiry into the social dynamics of multi-stakeholder brand meaning co-creation," Journal of Business Research, Elsevier, vol. 66(9), pages 1505-1515.
  24. Bozic, Branko & Kuppelwieser, Volker G., 2019. "Customer trust recovery: An alternative explanation," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 208-218.
  25. Luiza Venzke Bortoli & Valeria Freundt, 2017. "Effects of Voluntary Product Recall on Consumer’s Trust," Brazilian Business Review, Fucape Business School, vol. 14(2), pages 204-224, March.
  26. Aleti, Torgeir & Pallant, Jason I. & Tuan, Annamaria & van Laer, Tom, 2019. "Tweeting with the Stars: Automated Text Analysis of the Effect of Celebrity Social Media Communications on Consumer Word of Mouth," Journal of Interactive Marketing, Elsevier, vol. 48(C), pages 17-32.
  27. Tom Laer, 2014. "The Means to Justify the End: Combating Cyber Harassment in Social Media," Journal of Business Ethics, Springer, vol. 123(1), pages 85-98, August.
  28. van Laer, Tom & Feiereisen, Stephanie & Visconti, Luca M., 2019. "Storytelling in the digital era: A meta-analysis of relevant moderators of the narrative transportation effect," Journal of Business Research, Elsevier, vol. 96(C), pages 135-146.
  29. Javornik, Ana & Filieri, Raffaele & Gumann, Ralph, 2020. "“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media," Journal of Interactive Marketing, Elsevier, vol. 50(C), pages 100-119.
  30. Hutzinger, Clemens & Weitzl, Wolfgang J., 2021. "Co-creation of online service recoveries and its effects on complaint bystanders," Journal of Business Research, Elsevier, vol. 130(C), pages 525-538.
  31. van Noort, Guda & Willemsen, Lotte M., 2012. "Online Damage Control: The Effects of Proactive Versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms," Journal of Interactive Marketing, Elsevier, vol. 26(3), pages 131-140.
  32. Schamari, Julia & Schaefers, Tobias, 2015. "Leaving the Home Turf: How Brands Can Use Webcare on Consumer-generated Platforms to Increase Positive Consumer Engagement," Journal of Interactive Marketing, Elsevier, vol. 30(C), pages 20-33.
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