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Online Damage Control: The Effects of Proactive Versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms

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Cited by:

  1. Edward C. Malthouse & Wei-Lin Wang & Bobby J. Calder & Tom Collinger, 2019. "Process control for monitoring customer engagement," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(2), pages 54-63, June.
  2. Sparks, Beverley A. & So, Kevin Kam Fung & Bradley, Graham L., 2016. "Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern," Tourism Management, Elsevier, vol. 53(C), pages 74-85.
  3. Lu, Lu & Cai, Ruiying & King, Ceridwyn, 2020. "Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing," Journal of Business Research, Elsevier, vol. 117(C), pages 99-111.
  4. Kick, Markus, 2015. "Social Media Research: A Narrative Review," EconStor Preprints 182506, ZBW - Leibniz Information Centre for Economics.
  5. 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.
  6. Simon, Françoise & Tossan, Vesselina, 2018. "Does brand-consumer social sharing matter? A relational framework of customer engagement to brand-hosted social media," Journal of Business Research, Elsevier, vol. 85(C), pages 175-184.
  7. Katarzyna Dziewanowska, 2015. "Dimensions of Real and Virtual Consumer Experiences," Faculty of Management Working Paper Series 42015, University of Warsaw, Faculty of Management.
  8. Li, Yangchun & Sun, Qingzhou & Sheng, Fan, 2024. "Consumer inoculation and gender in combating negative product reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
  9. Barcelos, Renato Hübner & Dantas, Danilo C. & Sénécal, Sylvain, 2018. "Watch Your Tone: How a Brand's Tone of Voice on Social Media Influences Consumer Responses," Journal of Interactive Marketing, Elsevier, vol. 41(C), pages 60-80.
  10. Chul Woo Yoo, 2020. "An Exploration of the Role of Service Recovery in Negative Electronic Word-of-Mouth Management," Information Systems Frontiers, Springer, vol. 22(3), pages 719-734, June.
  11. Surachartkumtonkun, Jiraporn (Nui) & Grace, Debra & Ross, Mitchell, 2021. "Unfair customer reviews: Third-party perceptions and managerial responses," Journal of Business Research, Elsevier, vol. 132(C), pages 631-640.
  12. Zhou, Alvin & Xu, Sifan, 2022. "Computer mediation vs. dialogic communication: How media affordances affect organization-public relationship building," OSF Preprints 3j2vm, Center for Open Science.
  13. Beukeboom, Camiel J. & Kerkhof, Peter & de Vries, Metten, 2015. "Does a Virtual Like Cause Actual Liking? How Following a Brand's Facebook Updates Enhances Brand Evaluations and Purchase Intention," Journal of Interactive Marketing, Elsevier, vol. 32(C), pages 26-36.
  14. 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.
  15. Jayasimha, K.R. & Srivastava, Himanshu S., 2017. "Consumer advocacy: Examining the feeling and doing following a failed service encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 201-208.
  16. Wenlong Liu & Rongrong Ji & Chen (Peter) Nian & Kisang Ryu, 2020. "Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&Bs in China," Sustainability, MDPI, vol. 12(6), pages 1-17, March.
  17. Payal S. Kapoor & K.R. Jayasimha & Ashish Sadh, 2013. "Brand-related, Consumer to Consumer, Communication via Social Media," IIM Kozhikode Society & Management Review, , vol. 2(1), pages 43-59, January.
  18. 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.
  19. Rajesh Sharma, 2024. "Consumer perceived corporate social responsibility and electronic word of mouth in social media: mediating role of consumer–company identification and moderating role of user-generated content," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 523-535, June.
  20. Weitzl, Wolfgang J. & Einwiller, Sabine A., 2020. "Profiling (un-)committed online complainants: Their characteristics and post-webcare reactions," Journal of Business Research, Elsevier, vol. 117(C), pages 740-753.
  21. Andria Andriuzzi & Géraldine Michel, 2021. "Brand conversation: Linguistic practices on social media in the light of face-work theory," Post-Print hal-03049134, HAL.
  22. Kick, Markus, 2015. "Post ≠ Post: An Experimental Study on Corporate Brand Posts on Facebook," EconStor Preprints 182507, ZBW - Leibniz Information Centre for Economics.
  23. Fangfang Li & Jorma Larimo & Leonidas C. Leonidou, 2021. "Social media marketing strategy: definition, conceptualization, taxonomy, validation, and future agenda," Journal of the Academy of Marketing Science, Springer, vol. 49(1), pages 51-70, January.
  24. Dhaoui, Chedia & Webster, Cynthia M., 2021. "Brand and consumer engagement behaviors on Facebook brand pages: Let's have a (positive) conversation," International Journal of Research in Marketing, Elsevier, vol. 38(1), pages 155-175.
  25. Monahan, Lisa & Espinosa, Jennifer A. & Langenderfer, Jeff & Ortinau, David J., 2023. "Did you hear our brand is hated? The unexpected upside of hate-acknowledging advertising for polarizing brands," Journal of Business Research, Elsevier, vol. 154(C).
  26. Zhao, Yan & Wen, Lingling & Feng, Xiangnan & Li, Ran & Lin, Xiaolin, 2020. "How managerial responses to online reviews affect customer satisfaction: An empirical study based on additional reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  27. 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.
  28. Liebrecht, Christine & Tsaousi, Christina & van Hooijdonk, Charlotte, 2021. "Linguistic elements of conversational human voice in online brand communication: Manipulations and perceptions," Journal of Business Research, Elsevier, vol. 132(C), pages 124-135.
  29. Marius Johnen & Oliver Schnittka, 2019. "When pushing back is good: the effectiveness of brand responses to social media complaints," Journal of the Academy of Marketing Science, Springer, vol. 47(5), pages 858-878, September.
  30. 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.
  31. Wakefield, Lane T. & Wakefield, Robin L., 2018. "Anxiety and Ephemeral Social Media Use in Negative eWOM Creation," Journal of Interactive Marketing, Elsevier, vol. 41(C), pages 44-59.
  32. 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.
  33. 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.
  34. Young Kim & Hyojung Park, 2017. "Is there Still a PR Problem Online? Exploring the Effects of Different Sources and Crisis Response Strategies in Online Crisis Communication Via Social Media," Corporate Reputation Review, Palgrave Macmillan, vol. 20(1), pages 76-104, February.
  35. 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.
  36. Wenlong Liu & Rongrong Ji, 2019. "Do Hotel Responses Matter?: A Comprehensive Perspective on Investigating Online Reviews," Information Resources Management Journal (IRMJ), IGI Global, vol. 32(3), pages 70-89, July.
  37. Raassens, N. & Haans, Hans, 2017. "NPS and online WOM investigating the relationship between customers’ promoter scores and eWOM behavior," Other publications TiSEM 931e7761-7c6e-40ee-8976-2, Tilburg University, School of Economics and Management.
  38. Huang, Ran & Ha, Sejin, 2020. "The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms," Journal of Business Research, Elsevier, vol. 121(C), pages 616-627.
  39. Ao Shen & Peng Wang & Yongyuan Ma, 2022. "When crowding‐in and when crowding‐out? The boundary conditions on the relationship between negative online reviews and online sales," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(6), pages 2016-2032, September.
  40. S. Umit Kucuk, 2016. "Exploring the Legality of Consumer Anti-branding Activities in the Digital Age," Journal of Business Ethics, Springer, vol. 139(1), pages 77-93, November.
  41. Dominik Gutt & Jürgen Neumann & Steffen Zimmermann & Dennis Kundisch & Jianqing Chen, 2018. "Design of Review Systems - A Strategic Instrument to shape Online Review Behavior and Economic Outcomes," Working Papers Dissertations 42, Paderborn University, Faculty of Business Administration and Economics.
  42. Salman Khan & Jacques Digout, 2018. "The Corporate Reputation Reporting Framework (CRRF)," Corporate Reputation Review, Palgrave Macmillan, vol. 21(1), pages 22-36, February.
  43. Agag, Gomaa & Ali Durrani, Baseer & Hassan Abdelmoety, Ziad & Mostafa Daher, Maya & Eid, Riyad, 2024. "Understanding the link between net promoter score and e-WOM behaviour on social media: The role of national culture," Journal of Business Research, Elsevier, vol. 170(C).
  44. Sheng, Jie & Amankwah-Amoah, Joseph & Wang, Xiaojun, 2017. "A multidisciplinary perspective of big data in management research," International Journal of Production Economics, Elsevier, vol. 191(C), pages 97-112.
  45. Dineva, Denitsa & Breitsohl, Jan & Garrod, Brian & Megicks, Philip, 2020. "Consumer Responses to Conflict-Management Strategies on Non-Profit Social Media Fan Pages," Journal of Interactive Marketing, Elsevier, vol. 52(C), pages 118-136.
  46. Albrecht, Kathrin, 2016. "Understanding the effects of the presence of others in the service environment: A literature review," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 9(1), pages 541-563.
  47. 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.
  48. Bronner, Fred & de Hoog, Robert, 2016. "Travel websites: Changing visits, evaluations and posts," Annals of Tourism Research, Elsevier, vol. 57(C), pages 94-112.
  49. van Noort, Guda & Voorveld, Hilde A.M. & van Reijmersdal, Eva A., 2012. "Interactivity in Brand Web Sites: Cognitive, Affective, and Behavioral Responses Explained by Consumers' Online Flow Experience," Journal of Interactive Marketing, Elsevier, vol. 26(4), pages 223-234.
  50. Alberto Lopez & Eva Guerra & Beatriz Gonzalez & Sergio Madero, 2020. "Consumer sentiments toward brands: the interaction effect between brand personality and sentiments on electronic word of mouth," Journal of Marketing Analytics, Palgrave Macmillan, vol. 8(4), pages 203-223, December.
  51. Abbes, Intissar & Hallem, Yousra & Taga, Nadia, 2020. "Second-hand shopping and brand loyalty: The role of online collaborative redistribution platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
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