Transforming Online Complaints into Positive Word-of-Mouth with Webcare

Keyphrases

• Webcare 100%
• Online Complaints 100%
• Negative Reviews 100%
• Positive Word of Mouth 100%
• Perceived Legitimacy 50%
• Scenario Approach 50%
• Online Experiment 50%
• Public Beliefs 50%
• Between-subjects Design 50%
• Post-recovery Satisfaction 50%
• Response Change 50%
• Public Complaints 50%
• Directing Requests 50%
• Implicit Request 50%
• Intention to Change 50%
• Stability Recovery 50%
• Negative Publicity 50%

Computer Science

• Negative Review 100%
• Boundary Condition 50%