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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - nouveau livre

1, ISBN: 9783656579939

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate Scho… Plus…

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate School of Communicatin), course: Communication Science (Persuasive Communication), language: English, abstract: Online platforms empower consumers to share their negative experiences with a broad public of fellow consumers on the Internet. Complaints expressed as negative electronic word of mouth (nWOM) have a great Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate School of Communicatin), course: Communication Science (Persuasive Communication), language: English, abstract: Online platforms empower consumers to share their negative experiences with a broad public of fellow consumers on the Internet. Complaints expressed as negative electronic word of mouth (nWOM) have a great potential to damage companies accused in these publicly made complaints. This study investigates upon the most effective means for companies to counter nWOM by means of webcare. The results show that a loss of satisfaction and trust as well as negative eWOM behaviour after a service failure can be positively influenced depending on the content of a webcare response (accommodative vs. notice). These effects appear to be mediated by consumers' expectations. Furthermore, although webcare communication strategy (proactive vs. reactive) does not influence satisfaction, trust and negative eWOM behaviour of senders of nWOM, the results show an influence of webcare communication strategy on positive eWOM behaviour. The findings of this study are discussed in the light of the potential of webcare to serve as a tool for online complaint management. Marketing & Sales, Business & Finance, Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect~~ Anika Kunz~~Marketing & Sales~~Business & Finance~~9783656579939, en, Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations, Anika Kunz, 9783656579939, GRIN Verlag, 01/22/2014, , , , GRIN Verlag, 01/22/2014<

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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - nouveau livre

1, ISBN: 9783656579939

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate Scho… Plus…

kobo.com

E-Book zum download. Frais d'envoi EUR 0.00
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(*) Livre non disponible signifie que le livre est actuellement pas disponible à l'une des plates-formes associées nous recherche.

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating ef... - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating ef... - nouveau livre

ISBN: 9783656579939

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations: Anika Kunz… Plus…

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Complaint Management Unlocked - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked - nouveau livre

ISBN: 9783656579939

*Complaint Management Unlocked* - The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations. 1. Aufl… Plus…

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Complaint Management Unlocked - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked - nouveau livre

ISBN: 9783656579939

Complaint Management Unlocked - The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations. 1. Auflag… Plus…

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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - Anika Kunz

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Anika Kunz:

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - nouveau livre

1, ISBN: 9783656579939

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate Scho… Plus…

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate School of Communicatin), course: Communication Science (Persuasive Communication), language: English, abstract: Online platforms empower consumers to share their negative experiences with a broad public of fellow consumers on the Internet. Complaints expressed as negative electronic word of mouth (nWOM) have a great Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate School of Communicatin), course: Communication Science (Persuasive Communication), language: English, abstract: Online platforms empower consumers to share their negative experiences with a broad public of fellow consumers on the Internet. Complaints expressed as negative electronic word of mouth (nWOM) have a great potential to damage companies accused in these publicly made complaints. This study investigates upon the most effective means for companies to counter nWOM by means of webcare. The results show that a loss of satisfaction and trust as well as negative eWOM behaviour after a service failure can be positively influenced depending on the content of a webcare response (accommodative vs. notice). These effects appear to be mediated by consumers' expectations. Furthermore, although webcare communication strategy (proactive vs. reactive) does not influence satisfaction, trust and negative eWOM behaviour of senders of nWOM, the results show an influence of webcare communication strategy on positive eWOM behaviour. The findings of this study are discussed in the light of the potential of webcare to serve as a tool for online complaint management. Marketing & Sales, Business & Finance, Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect~~ Anika Kunz~~Marketing & Sales~~Business & Finance~~9783656579939, en, Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations, Anika Kunz, 9783656579939, GRIN Verlag, 01/22/2014, , , , GRIN Verlag, 01/22/2014<

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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - Anika Kunz

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Anika Kunz:

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations - nouveau livre

1, ISBN: 9783656579939

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate Scho… Plus…

- E-Book zum download. Frais d'envoi EUR 0.00

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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating ef... - Anika Kunz

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Anika Kunz:
Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating ef... - nouveau livre

ISBN: 9783656579939

Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations: Anika Kunz… Plus…

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Complaint Management Unlocked - Anika Kunz

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Anika Kunz:
Complaint Management Unlocked - nouveau livre

ISBN: 9783656579939

*Complaint Management Unlocked* - The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations. 1. Aufl… Plus…

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Complaint Management Unlocked - Anika Kunz

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Anika Kunz:
Complaint Management Unlocked - nouveau livre

ISBN: 9783656579939

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Complaint Management Unlocked

Auteur:	Anika Kunz
Titre:	Complaint Management Unlocked
ISBN:	9783656579939

Informations détaillées sur le livre - Complaint Management Unlocked

EAN (ISBN-13): 9783656579939
Date de parution: 2013
Editeur: GRIN Verlag

Livre dans la base de données depuis 2015-04-20T22:24:24+02:00 (Zurich)
Page de détail modifiée en dernier sur 2023-06-20T16:17:01+02:00 (Zurich)
ISBN/EAN: 9783656579939

ISBN - Autres types d'écriture:
978-3-656-57993-9
Autres types d'écriture et termes associés:
Auteur du livre: kunz

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