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menor preço: € 10.45, preço mais alto: € 15.99, preço médio: € 13.00

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 - nuovo livro

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… mais…

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 - nuovo livro

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… mais…

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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

(*)

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

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… mais…

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Complaint Management Unlocked - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked - nuovo livro

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… mais…

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Complaint Management Unlocked - Anika Kunz

(*)

Anika Kunz:
Complaint Management Unlocked - nuovo livro

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… mais…

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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 - nuovo livro

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… mais…

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 - nuovo livro

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… mais…

- E-Book zum download. Custos de envio: 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... - nuovo livro

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… mais…

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Complaint Management Unlocked - Anika Kunz

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Anika Kunz:
Complaint Management Unlocked - nuovo livro

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… mais…

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Complaint Management Unlocked - Anika Kunz

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Anika Kunz:
Complaint Management Unlocked - nuovo livro

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… mais…

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Complaint Management Unlocked

Autor:	Anika Kunz
Título:	Complaint Management Unlocked
Número ISBN:	9783656579939

Dados detalhados do livro - Complaint Management Unlocked

EAN (ISBN-13): 9783656579939
Ano de publicação: 2013
Editor/Editora: GRIN Verlag

Livro na base de dados desde 2015-04-20T17:24:24-03:00 (Sao Paulo)
Página de detalhes modificada pela última vez em 2023-06-20T11:17:01-03:00 (Sao Paulo)
Número ISBN/EAN: 9783656579939

Número ISBN - Ortografia alternativa:
978-3-656-57993-9
Ortografia alternativa e termos de pesquisa relacionados:
Autor do livro: kunz

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