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

Nathalia Purnawirawan, Patrick De Pelsmacker (UGent) and Nathalie Dens
(2015) ADVANCES IN ADVERTISING RESEARCH, VOL V: EXTENDING THE BOUNDARIES OF ADVERTISING. p.63-74
Author
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Keywords
WORD-OF-MOUTH, CUSTOMER SATISFACTION, SERVICE FAILURE, RECOVERY, MODEL, PERCEPTIONS, INTENTIONS, PLATFORMS, STRATEGY, APOLOGY

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MLA
Purnawirawan, Nathalia, et al. “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, Gabler Verlag/springer Fachmedien, 2015, pp. 63–74, doi:10.1007/978-3-658-08132-4_5.
APA
Purnawirawan, N., 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, 63–74. https://doi.org/10.1007/978-3-658-08132-4_5
Chicago author-date
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. https://doi.org/10.1007/978-3-658-08132-4_5.
Chicago author-date (all authors)
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. doi:10.1007/978-3-658-08132-4_5.
Vancouver
1.
Purnawirawan N, De Pelsmacker P, Dens N. 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. Wiesbaden: Gabler Verlag/springer Fachmedien; 2015. p. 63–74.
IEEE
[1]
N. Purnawirawan, P. De Pelsmacker, and N. Dens, “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, Zagreb Sch Econ & Management, Zagreb, CROATIA, 2015, pp. 63–74.
@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}},
  keywords     = {{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://doi.org/10.1007/978-3-658-08132-4_5}},
  year         = {{2015}},
}
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