The Impact of Managerial Responses to Online Reviews on Consumers’ Perceived Trust and Attitude
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”).
KeywordsService Provider Managerial Response Response Strategy Service Failure Service Recovery
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