The Impact of Managerial Responses to Online Reviews on Consumers’ Perceived Trust and Attitude

  • Nathalia Purnawirawan
  • Patrick De Pelsmacker
  • Nathalie Dens
Part of the European Advertising Academy book series (EAA, volume 5)


Advancing technology and recent developments in communication media have created powerful possibilities for consumers to share their stories and experiences regarding a product or service online. They talk about brands and companies not only in a positive way (“Food and service in this restaurant are just great”) but also in a negative way (“This product turns out to be very disappointing”).


Service Provider Managerial Response Response Strategy Service Failure Service Recovery 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer Fachmedien Wiesbaden 2015

Authors and Affiliations

  • Nathalia Purnawirawan
    • 1
  • Patrick De Pelsmacker
    • 1
  • Nathalie Dens
    • 1
  1. 1.University of AntwerpAntwerpBelgium

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