Responding to Negative Electronic Word of Mouth to Improve Purchase Intention

Responding to Negative Electronic Word of Mouth to Improve Purchase Intention

Retailers have little control over what their customers say about their products and services online. Review platforms (e.g., Yelp and Travelocity) are rife with negativity, from both real customers with bad experiences and from fake reviews created by competitors. These negative reviews have been s...

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Bibliographic Details
Main Authors: Robert Zinko, Angela Patrick, Christopher P. Furner, Shalanda Gaines, Mi Dya Kim, Matthew Negri, Elsy Orellana, Shelby Torres, Carmen Villarreal
Format: Article
Language:English
Published: MDPI AG 2021-06-01
Series:Journal of Theoretical and Applied Electronic Commerce Research
Subjects:
electronic word of mouth
NeWOM
online reviews
company responses
consumer-generated content
Online Access:https://www.mdpi.com/0718-1876/16/6/109

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