Reducing Negative Word-of-Mouth through Company Response Strategies

Iris Siret; William Sabadie; Wolfgang Jonas Weitzl

Reducing Negative Word-of-Mouth through Company Response Strategies

Iris Siret
, William Sabadie
, Wolfgang Jonas Weitzl

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

Original language	English (American)
Title of host publication	Book of Abstracts of the 2023 Academy of Marketing Science World Marketing Congress
Place of Publication	Canterbury
Publisher	Academy of Marketing Science
Publication status	Published - 2023
Event	2023 Academy of Marketing Science (AMS) World Marketing Congress - University of Kent, Canterbury, United Kingdom Duration: 11 Jul 2023 → 14 Jul 2023

Conference

Conference	2023 Academy of Marketing Science (AMS) World Marketing Congress
Country/Territory	United Kingdom
City	Canterbury
Period	11.07.2023 → 14.07.2023

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 12 Responsible Consumption and Production

Cite this

@inproceedings{f05a264022da4c7986b12aa71d198a5e,

title = "Reducing Negative Word-of-Mouth through Company Response Strategies",

keywords = "Service recovery, Online service recovery, Online complaint handling, Webcare, Negative word-of-mouth, Positive word-of-mouth, Complaint response, Customer satisfaction, Legitimacy, Problem stability, Service failure",

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

year = "2023",

language = "Englisch (Amerika)",

booktitle = "Book of Abstracts of the 2023 Academy of Marketing Science World Marketing Congress",

publisher = "Academy of Marketing Science",

note = "2023 Academy of Marketing Science (AMS) World Marketing Congress ; Conference date: 11-07-2023 Through 14-07-2023",

}

TY - GEN

T1 - Reducing Negative Word-of-Mouth through Company Response Strategies

AU - Siret, Iris

AU - Sabadie, William

AU - Weitzl, Wolfgang Jonas

PY - 2023

Y1 - 2023

KW - Service recovery

KW - Online service recovery

KW - Online complaint handling

KW - Webcare

KW - Negative word-of-mouth

KW - Positive word-of-mouth

KW - Complaint response

KW - Customer satisfaction

KW - Legitimacy

KW - Problem stability

KW - Service failure

UR - https://www.ams-web.org/

M3 - Konferenzbeitrag

BT - Book of Abstracts of the 2023 Academy of Marketing Science World Marketing Congress

PB - Academy of Marketing Science

CY - Canterbury

T2 - 2023 Academy of Marketing Science (AMS) World Marketing Congress

Y2 - 11 July 2023 through 14 July 2023

ER -

Reducing Negative Word-of-Mouth through Company Response Strategies

Conference

UN SDGs

Other files and links

Cite this