Effects of companies’ (il-)legitime webcare requests on consumers’ intention to revise negative reviews

Iris Siret; William Sabadie; Wolfgang Jonas Weitzl

doi:10.25365/phaidra.507

Effects of companies’ (il-)legitime webcare requests on consumers’ intention to revise negative reviews

Iris Siret, William Sabadie, Wolfgang Jonas Weitzl

Research Center Steyr

Research output: Chapter in Book/Report/Conference proceedings › Conference contribution › peer-review

Original language	English
Title of host publication	Proceedings of the 28th International Conference on Corporate and Marketing Communications
Subtitle of host publication	Valuing Diversity in Corporate and Marketing Communications: Towards an Inclusive Corporate and Market Environment
Editors	Sabine Einwiller, Ingrid Wahl
Place of Publication	Vienna
Chapter	5.1
Pages	146-148
ISBN (Electronic)	978-3-200-09859-6
DOIs	https://doi.org/10.25365/phaidra.507
Publication status	Published - 2024
Event	28th International Conference on Corporate and Marketing Communications - University of Vienna, Vienna, Austria Duration: 26 Mar 2024 → 28 Mar 2024 https://cmc2024.univie.ac.at/

Conference

Conference	28th International Conference on Corporate and Marketing Communications
Country/Territory	Austria
City	Vienna
Period	26.03.2024 → 28.03.2024
Internet address	https://cmc2024.univie.ac.at/

Keywords

Complaining
Social voice
Word-of-mouth
Negative word-of-mouth
WOM
eWOM
Service recovery
Webcare
Online service recovery
Explicit request
Legitimacy

Access to Document

10.25365/phaidra.507Licence: Unspecified

Cite this

Siret, I., Sabadie, W., & Weitzl, W. J. (2024). Effects of companies’ (il-)legitime webcare requests on consumers’ intention to revise negative reviews. In S. Einwiller, & I. Wahl (Eds.), Proceedings of the 28th International Conference on Corporate and Marketing Communications: Valuing Diversity in Corporate and Marketing Communications: Towards an Inclusive Corporate and Market Environment (pp. 146-148). https://doi.org/10.25365/phaidra.507

Siret, Iris ; Sabadie, William ; Weitzl, Wolfgang Jonas. / Effects of companies’ (il-)legitime webcare requests on consumers’ intention to revise negative reviews. Proceedings of the 28th International Conference on Corporate and Marketing Communications: Valuing Diversity in Corporate and Marketing Communications: Towards an Inclusive Corporate and Market Environment. editor / Sabine Einwiller ; Ingrid Wahl. Vienna, 2024. pp. 146-148

@inproceedings{5a959cba9e8149fbbfd701d06d73622c,

title = "Effects of companies{\textquoteright} (il-)legitime webcare requests on consumers{\textquoteright} intention to revise negative reviews",

keywords = "Complaining, Social voice, Word-of-mouth, Negative word-of-mouth, WOM, eWOM, Service recovery, Webcare, Online service recovery, Explicit request, Legitimacy",

author = "Iris Siret and William Sabadie and Weitzl, {Wolfgang Jonas}",

year = "2024",

doi = "10.25365/phaidra.507",

language = "English",

isbn = "978-3-200-09859-6",

pages = "146--148",

editor = "Sabine Einwiller and Ingrid Wahl",

booktitle = "Proceedings of the 28th International Conference on Corporate and Marketing Communications",

note = "28th International Conference on Corporate and Marketing Communications ; Conference date: 26-03-2024 Through 28-03-2024",

url = "https://cmc2024.univie.ac.at/",

}

Siret, I, Sabadie, W & Weitzl, WJ 2024, Effects of companies’ (il-)legitime webcare requests on consumers’ intention to revise negative reviews. in S Einwiller & I Wahl (eds), Proceedings of the 28th International Conference on Corporate and Marketing Communications: Valuing Diversity in Corporate and Marketing Communications: Towards an Inclusive Corporate and Market Environment. Vienna, pp. 146-148, 28th International Conference on Corporate and Marketing Communications, Vienna, Austria, 26.03.2024. https://doi.org/10.25365/phaidra.507

Effects of companies’ (il-)legitime webcare requests on consumers’ intention to revise negative reviews. / Siret, Iris; Sabadie, William; Weitzl, Wolfgang Jonas.
Proceedings of the 28th International Conference on Corporate and Marketing Communications: Valuing Diversity in Corporate and Marketing Communications: Towards an Inclusive Corporate and Market Environment. ed. / Sabine Einwiller; Ingrid Wahl. Vienna, 2024. p. 146-148.

Research output: Chapter in Book/Report/Conference proceedings › Conference contribution › peer-review

TY - GEN

T1 - Effects of companies’ (il-)legitime webcare requests on consumers’ intention to revise negative reviews

AU - Siret, Iris

AU - Sabadie, William

AU - Weitzl, Wolfgang Jonas

PY - 2024

Y1 - 2024

KW - Complaining

KW - Social voice

KW - Word-of-mouth

KW - Negative word-of-mouth

KW - WOM

KW - eWOM

KW - Service recovery

KW - Webcare

KW - Online service recovery

KW - Explicit request

KW - Legitimacy

U2 - 10.25365/phaidra.507

DO - 10.25365/phaidra.507

M3 - Conference contribution

SN - 978-3-200-09859-6

SP - 146

EP - 148

BT - Proceedings of the 28th International Conference on Corporate and Marketing Communications

A2 - Einwiller, Sabine

A2 - Wahl, Ingrid

CY - Vienna

T2 - 28th International Conference on Corporate and Marketing Communications

Y2 - 26 March 2024 through 28 March 2024

ER -

Siret I, Sabadie W, Weitzl WJ. Effects of companies’ (il-)legitime webcare requests on consumers’ intention to revise negative reviews. In Einwiller S, Wahl I, editors, Proceedings of the 28th International Conference on Corporate and Marketing Communications: Valuing Diversity in Corporate and Marketing Communications: Towards an Inclusive Corporate and Market Environment. Vienna. 2024. p. 146-148 doi: 10.25365/phaidra.507