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The impact of managerial responses to online reviews on consumers' perceived trust and attitude

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Keywords
WORD-OF-MOUTH, CUSTOMER SATISFACTION, SERVICE FAILURE, RECOVERY, MODEL, PERCEPTIONS, INTENTIONS, PLATFORMS, STRATEGY, APOLOGY

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Citation

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Chicago
Purnawirawan, Nathalia, Patrick De Pelsmacker, and Nathalie Dens. 2015. “The Impact of Managerial Responses to Online Reviews on Consumers’ Perceived Trust and Attitude.” In Advances in Advertising Research, Vol V: Extending the Boundaries of Advertising, 63–74. Wiesbaden: Gabler Verlag/springer Fachmedien.
APA
Purnawirawan, Nathalia, De Pelsmacker, P., & Dens, N. (2015). The impact of managerial responses to online reviews on consumers’ perceived trust and attitude. ADVANCES IN ADVERTISING RESEARCH, VOL V: EXTENDING THE BOUNDARIES OF ADVERTISING (pp. 63–74). Presented at the 12th International Conference on Research in Advertising (ICORIA), Wiesbaden: Gabler Verlag/springer Fachmedien.
Vancouver
1.
Purnawirawan N, De Pelsmacker P, Dens N. The impact of managerial responses to online reviews on consumers’ perceived trust and attitude. ADVANCES IN ADVERTISING RESEARCH, VOL V: EXTENDING THE BOUNDARIES OF ADVERTISING. Wiesbaden: Gabler Verlag/springer Fachmedien; 2015. p. 63–74.
MLA
Purnawirawan, Nathalia, Patrick De Pelsmacker, and Nathalie Dens. “The Impact of Managerial Responses to Online Reviews on Consumers’ Perceived Trust and Attitude.” Advances in Advertising Research, Vol V: Extending the Boundaries of Advertising. Wiesbaden: Gabler Verlag/springer Fachmedien, 2015. 63–74. Print.
@inproceedings{8524404,
  author       = {Purnawirawan, Nathalia and De Pelsmacker, Patrick and Dens, Nathalie},
  booktitle    = {ADVANCES IN ADVERTISING RESEARCH, VOL V: EXTENDING THE BOUNDARIES OF ADVERTISING},
  isbn         = {978-3-658-08132-4},
  keyword      = {WORD-OF-MOUTH,CUSTOMER SATISFACTION,SERVICE FAILURE,RECOVERY,MODEL,PERCEPTIONS,INTENTIONS,PLATFORMS,STRATEGY,APOLOGY},
  language     = {eng},
  location     = {Zagreb Sch Econ \& Management, Zagreb, CROATIA},
  pages        = {63--74},
  publisher    = {Gabler Verlag/springer Fachmedien},
  title        = {The impact of managerial responses to online reviews on consumers' perceived trust and attitude},
  url          = {http://dx.doi.org/10.1007/978-3-658-08132-4\_5},
  year         = {2015},
}

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