Skip to main content
main-content

Tipp

Weitere Kapitel dieses Buchs durch Wischen aufrufen

2021 | OriginalPaper | Buchkapitel

16. Leveraging EWOM on Service Failure Recovery Strategy: An Insight into the Brand Perspective

verfasst von: Silvia Ranfagni, Wilson Ozuem

Erschienen in: The Art of Digital Marketing for Fashion and Luxury Brands

Verlag: Springer International Publishing

share
TEILEN

Abstract

Today, consumers have real power: they describe their brand experiences on social media. They are a source of electronic word of mouth (eWOM) that can influence other consumers and have an impact on their brand choices. EWOM is often produced when consumers experience an online service failure. Providers have to manage this with adequate recovery strategies. The value that fashion providers are able to create for consumers depends more and more on how they handle service failure situations. This chapter explore the relationship between UGC, as a basis of eWOM, and service failure and recovery strategies filtered through the brand. The analysis is carried out from a theoretical point of view and offers insights into the fashion industry.
Literatur
Zurück zum Zitat Aaker, D. A. (1991). Managing brand equity. Free Press. Aaker, D. A. (1991). Managing brand equity. Free Press.
Zurück zum Zitat Akman, I., & Mishra, A. (2017). Factors influencing consumer intention in social commerce adoption. Information Technology and People, 30(2), 356–370. CrossRef Akman, I., & Mishra, A. (2017). Factors influencing consumer intention in social commerce adoption. Information Technology and People, 30(2), 356–370. CrossRef
Zurück zum Zitat Arsenovic, J., Edvardsson, B., & Tronvoll, B. (2019). Moving toward collaborative service recovery: A multiactor orientation. Service Science, 11(3), 201–212. CrossRef Arsenovic, J., Edvardsson, B., & Tronvoll, B. (2019). Moving toward collaborative service recovery: A multiactor orientation. Service Science, 11(3), 201–212. CrossRef
Zurück zum Zitat Athwal, N., Istanbulluoglu, D., & McCormack, S. (2018). The allure of luxury brands’ social media activities: A uses and gratifications perspective. Information Technology and People, 33(3), 603–625. CrossRef Athwal, N., Istanbulluoglu, D., & McCormack, S. (2018). The allure of luxury brands’ social media activities: A uses and gratifications perspective. Information Technology and People, 33(3), 603–625. CrossRef
Zurück zum Zitat Azemi, Y., Ozuem, W., Howell, K. E., & Lancaster, G. (2019). An exploration into the practice of online service failure and recovery strategies in the Balkans. Journal of Business Research, 94, 420–431. CrossRef Azemi, Y., Ozuem, W., Howell, K. E., & Lancaster, G. (2019). An exploration into the practice of online service failure and recovery strategies in the Balkans. Journal of Business Research, 94, 420–431. CrossRef
Zurück zum Zitat Babić Rosario, A., Sotgiu, F., de Valck, K., & Bijmolt, T. H. (2016). The effect of electronic word of mouth on sales: A meta-analytic review of platform, product, and metric factors. Journal of Marketing Research, 53(3), 297–318. CrossRef Babić Rosario, A., Sotgiu, F., de Valck, K., & Bijmolt, T. H. (2016). The effect of electronic word of mouth on sales: A meta-analytic review of platform, product, and metric factors. Journal of Marketing Research, 53(3), 297–318. CrossRef
Zurück zum Zitat Babić-Rosario, A., Sotgiu, F., & de Valck, K. (2020). Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation. Journal of the Academy of Marketing Science, 48(3), 422–448. CrossRef Babić-Rosario, A., Sotgiu, F., & de Valck, K. (2020). Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation. Journal of the Academy of Marketing Science, 48(3), 422–448. CrossRef
Zurück zum Zitat Balaji, M. S., Jha, S., Sengupta, A. S., & Krishnan, B. C. (2018). Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery. Journal of Business Research, 86, 109–118. CrossRef Balaji, M. S., Jha, S., Sengupta, A. S., & Krishnan, B. C. (2018). Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery. Journal of Business Research, 86, 109–118. CrossRef
Zurück zum Zitat Bambauer-Sachse, S., & Mangold, S. (2011). Brand equity dilution through negative online word-of-mouth communication. Journal of Retailing and Consumer Services, 18(1), 38–45. CrossRef Bambauer-Sachse, S., & Mangold, S. (2011). Brand equity dilution through negative online word-of-mouth communication. Journal of Retailing and Consumer Services, 18(1), 38–45. CrossRef
Zurück zum Zitat Barakat, L. L., Ramsey, J. R., Lorenz, M. P., & Gosling, M. (2015). Severe service failure recovery revisited: Evidence of its determinants in an emerging market context. International Journal of Research in Marketing, 32(1), 113–116. CrossRef Barakat, L. L., Ramsey, J. R., Lorenz, M. P., & Gosling, M. (2015). Severe service failure recovery revisited: Evidence of its determinants in an emerging market context. International Journal of Research in Marketing, 32(1), 113–116. CrossRef
Zurück zum Zitat Barrett, L. F., & Russell, J. A. (1999). The structure of current affect: Controversies and emerging consensus. Current Directions in Psychological Science, 8(1), 10–14. CrossRef Barrett, L. F., & Russell, J. A. (1999). The structure of current affect: Controversies and emerging consensus. Current Directions in Psychological Science, 8(1), 10–14. CrossRef
Zurück zum Zitat Bearden, W. O., Netemeyer, R. G., & Teel, J. E. (1989). Measurement of consumer susceptibility to interpersonal influence. Journal of Consumer Research, 15(4), 473–481. CrossRef Bearden, W. O., Netemeyer, R. G., & Teel, J. E. (1989). Measurement of consumer susceptibility to interpersonal influence. Journal of Consumer Research, 15(4), 473–481. CrossRef
Zurück zum Zitat Bell, C. R., & Zemke, R. E. (1987). Service breakdown: The road to recovery. Management Review, 76(10), 32. Bell, C. R., & Zemke, R. E. (1987). Service breakdown: The road to recovery. Management Review, 76(10), 32.
Zurück zum Zitat Beneke, J., Mill, J., Naidoo, K., & Wickham, B. (2015). The impact of willingness to engage in negative electronic word-of-mouth on brand attitude: A study of airline passengers in South Africa. Journal of Business and Retail Management Research, 9(2), 68–84. Beneke, J., Mill, J., Naidoo, K., & Wickham, B. (2015). The impact of willingness to engage in negative electronic word-of-mouth on brand attitude: A study of airline passengers in South Africa. Journal of Business and Retail Management Research, 9(2), 68–84.
Zurück zum Zitat Berger, J. (2014). Word of mouth and interpersonal communication: A review and directions for future research. Journal of Consumer Psychology, 24(4), 586–607. CrossRef Berger, J. (2014). Word of mouth and interpersonal communication: A review and directions for future research. Journal of Consumer Psychology, 24(4), 586–607. CrossRef
Zurück zum Zitat Berger, J., & Milkman, K. L. (2012). What makes online content viral? Journal of Marketing Research, 49(2), 192–205. CrossRef Berger, J., & Milkman, K. L. (2012). What makes online content viral? Journal of Marketing Research, 49(2), 192–205. CrossRef
Zurück zum Zitat Berthon, P., Pitt, L., & Campbell, C. (2008). When customers create the ad. California Management Review, 50(4), 6–30. CrossRef Berthon, P., Pitt, L., & Campbell, C. (2008). When customers create the ad. California Management Review, 50(4), 6–30. CrossRef
Zurück zum Zitat Bhandari, M., & Rodgers, S. (2018). What does the brand say? Effects of brand feedback to negative eWOM on brand trust and purchase intentions. International Journal of Advertising, 37(1), 125–141. CrossRef Bhandari, M., & Rodgers, S. (2018). What does the brand say? Effects of brand feedback to negative eWOM on brand trust and purchase intentions. International Journal of Advertising, 37(1), 125–141. CrossRef
Zurück zum Zitat Bickart, B., & Schindler, R. M. (2001). Internet forums as influential sources of consumer information. Journal of Interactive Marketing, 15(3), 31–40. CrossRef Bickart, B., & Schindler, R. M. (2001). Internet forums as influential sources of consumer information. Journal of Interactive Marketing, 15(3), 31–40. CrossRef
Zurück zum Zitat Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The effects of customer service on consumer complaining behavior. Journal of Services Marketing, 9(4), 31–42. CrossRef Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The effects of customer service on consumer complaining behavior. Journal of Services Marketing, 9(4), 31–42. CrossRef
Zurück zum Zitat Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8(2), 110–130. CrossRef Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8(2), 110–130. CrossRef
Zurück zum Zitat Bougoure, U. S., Russell-Bennett, R., Fazal-E-Hasan, S., & Mortimer, G. (2016). The impact of service failure on brand credibility. Journal of Retailing and Consumer Services, 31, 62–71. CrossRef Bougoure, U. S., Russell-Bennett, R., Fazal-E-Hasan, S., & Mortimer, G. (2016). The impact of service failure on brand credibility. Journal of Retailing and Consumer Services, 31, 62–71. CrossRef
Zurück zum Zitat Brady, M. K., Cronin, J. J., Jr., Fox, G. L., & Roehm, M. L. (2008). Strategies to offset performance failures: The role of brand equity. Journal of Retailing, 84(2), 151–164. CrossRef Brady, M. K., Cronin, J. J., Jr., Fox, G. L., & Roehm, M. L. (2008). Strategies to offset performance failures: The role of brand equity. Journal of Retailing, 84(2), 151–164. CrossRef
Zurück zum Zitat Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68. CrossRef Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68. CrossRef
Zurück zum Zitat Buda, R., & Zhang, Y. (2000). Consumer product evaluation: The interactive effect of message framing, presentation order, and source credibility. Journal of Product & Brand Management, 9(4), 229–242. CrossRef Buda, R., & Zhang, Y. (2000). Consumer product evaluation: The interactive effect of message framing, presentation order, and source credibility. Journal of Product & Brand Management, 9(4), 229–242. CrossRef
Zurück zum Zitat Burt, R. S. (1987). Social contagion and innovation: Cohesion versus structural equivalence. American Journal of Sociology, 92(6), 1287–1335. CrossRef Burt, R. S. (1987). Social contagion and innovation: Cohesion versus structural equivalence. American Journal of Sociology, 92(6), 1287–1335. CrossRef
Zurück zum Zitat Buttle, F. (2001). The CRM value chain. Marketing Business, 96(2), 52–5. Buttle, F. (2001). The CRM value chain. Marketing Business, 96(2), 52–5.
Zurück zum Zitat Cantallops, A. S., & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41–51. CrossRef Cantallops, A. S., & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41–51. CrossRef
Zurück zum Zitat Cheung, C. M., Lee, M. K., & Rabjohn, N. (2008). The impact of electronic word-of-mouth: The adoption of online opinions in online customer communities. Internet Research: Electronic Networking Applications and Policy, 18(3), 229–247. CrossRef Cheung, C. M., Lee, M. K., & Rabjohn, N. (2008). The impact of electronic word-of-mouth: The adoption of online opinions in online customer communities. Internet Research: Electronic Networking Applications and Policy, 18(3), 229–247. CrossRef
Zurück zum Zitat Cheung, C. M., Lee, M. K., & Thadani, D. R. (2009, September). The impact of positive electronic word-of-mouth on consumer online purchasing decision. In Proceedings of the Second World Summit on Knowledge Society, WSKS 2009, Vol. 5736 LNAI (pp. 501–510). Springer. Cheung, C. M., Lee, M. K., & Thadani, D. R. (2009, September). The impact of positive electronic word-of-mouth on consumer online purchasing decision. In Proceedings of the Second World Summit on Knowledge Society, WSKS 2009, Vol. 5736 LNAI (pp. 501–510). Springer.
Zurück zum Zitat Cheung, M. Y., Luo, C., Sia, C. L., & Chen, H. (2009b). Credibility of electronic word-of-mouth: Informational and normative determinants of on-line consumer recommendations. International Journal of Electronic Commerce, 13(4), 9–38. CrossRef Cheung, M. Y., Luo, C., Sia, C. L., & Chen, H. (2009b). Credibility of electronic word-of-mouth: Informational and normative determinants of on-line consumer recommendations. International Journal of Electronic Commerce, 13(4), 9–38. CrossRef
Zurück zum Zitat Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 43(3), 345–354. CrossRef Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 43(3), 345–354. CrossRef
Zurück zum Zitat Choi, B., & Choi, B. J. (2014). The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. European Journal of Marketing, 46(1/2), 108–131. CrossRef Choi, B., & Choi, B. J. (2014). The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. European Journal of Marketing, 46(1/2), 108–131. CrossRef
Zurück zum Zitat Christodoulides, G., Michaelidou, N., & Argyriou, E. (2012). Cross-national differences in e-WOM influence. European Journal of Marketing, 46(11/12), 1689–1709. CrossRef Christodoulides, G., Michaelidou, N., & Argyriou, E. (2012). Cross-national differences in e-WOM influence. European Journal of Marketing, 46(11/12), 1689–1709. CrossRef
Zurück zum Zitat Davidson, D. K. (2003). Selling sin: The marketing of socially unacceptable products (2nd ed.). Praeger. Davidson, D. K. (2003). Selling sin: The marketing of socially unacceptable products (2nd ed.). Praeger.
Zurück zum Zitat de Kerviler, G., & Rodriguez, C. M. (2019). Luxury brand experiences and relationship quality for millennials: The role of self-expansion. Journal of Business Research, 102, 250–262. CrossRef de Kerviler, G., & Rodriguez, C. M. (2019). Luxury brand experiences and relationship quality for millennials: The role of self-expansion. Journal of Business Research, 102, 250–262. CrossRef
Zurück zum Zitat De Wulf, K., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 65(4), 33–50. CrossRef De Wulf, K., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 65(4), 33–50. CrossRef
Zurück zum Zitat Deighton, J., Romer, D., & McQueen, J. (1989). Using drama to persuade. Journal of Consumer Research, 16(3), 335–343. CrossRef Deighton, J., Romer, D., & McQueen, J. (1989). Using drama to persuade. Journal of Consumer Research, 16(3), 335–343. CrossRef
Zurück zum Zitat Dellarocas, C. (2006). Strategic manipulation of internet opinion forums: Implications for consumers and firms. Management Science, 52(10), 1577–1593. CrossRef Dellarocas, C. (2006). Strategic manipulation of internet opinion forums: Implications for consumers and firms. Management Science, 52(10), 1577–1593. CrossRef
Zurück zum Zitat Doh, S. J., & Hwang, J. S. (2009). How consumers evaluate eWOM (electronic word-of-mouth) messages. CyberPsychology & Behavior, 12(2), 193–197. CrossRef Doh, S. J., & Hwang, J. S. (2009). How consumers evaluate eWOM (electronic word-of-mouth) messages. CyberPsychology & Behavior, 12(2), 193–197. CrossRef
Zurück zum Zitat Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123–137. CrossRef Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123–137. CrossRef
Zurück zum Zitat Erdem, T., & Swait, J. (2004). Brand credibility, brand consideration, and choice. Journal of Consumer Research, 31(1), 191–198. CrossRef Erdem, T., & Swait, J. (2004). Brand credibility, brand consideration, and choice. Journal of Consumer Research, 31(1), 191–198. CrossRef
Zurück zum Zitat Filieri, R., & McLeay, F. (2014). E-WOM and accommodation: An analysis of the factors that influence travelers’ adoption of information from online reviews. Journal of Travel Research, 53(1), 44–57. CrossRef Filieri, R., & McLeay, F. (2014). E-WOM and accommodation: An analysis of the factors that influence travelers’ adoption of information from online reviews. Journal of Travel Research, 53(1), 44–57. CrossRef
Zurück zum Zitat Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10(4), 398–409. CrossRef Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10(4), 398–409. CrossRef
Zurück zum Zitat Forman, C., Ghose, A., & Wiesenfeld, B. (2008). Examining the relationship between reviews and sales: The role of reviewer identity disclosure in electronic markets. Information Systems Research, 19(3), 291–313. CrossRef Forman, C., Ghose, A., & Wiesenfeld, B. (2008). Examining the relationship between reviews and sales: The role of reviewer identity disclosure in electronic markets. Information Systems Research, 19(3), 291–313. CrossRef
Zurück zum Zitat Freedman, J. L., Sears, D. O., & Carlsmith, J. M. (1981). Social psychology. Prentice-Hall, Inc. Freedman, J. L., Sears, D. O., & Carlsmith, J. M. (1981). Social psychology. Prentice-Hall, Inc.
Zurück zum Zitat Georgiou, S. N., & Stavrinides, P. (2008). Bullies, victims and bully-victims: Psychosocial profiles and attribution styles. School Psychology International, 29(5), 574–589. CrossRef Georgiou, S. N., & Stavrinides, P. (2008). Bullies, victims and bully-victims: Psychosocial profiles and attribution styles. School Psychology International, 29(5), 574–589. CrossRef
Zurück zum Zitat Godes, D., & Mayzlin, D. (2004). Using online conversations to study word-of-mouth communication. Marketing Science, 23(4), 545–560. CrossRef Godes, D., & Mayzlin, D. (2004). Using online conversations to study word-of-mouth communication. Marketing Science, 23(4), 545–560. CrossRef
Zurück zum Zitat Grégoire, Y., & Fisher, R. J. (2006). The effects of relationship quality on customer retaliation. Marketing Letters, 17(1), 31–46. CrossRef Grégoire, Y., & Fisher, R. J. (2006). The effects of relationship quality on customer retaliation. Marketing Letters, 17(1), 31–46. CrossRef
Zurück zum Zitat Grégoire, Y., & Fisher, R. J. (2008). Customer betrayal and retaliation: When your best customers become your worst enemies. Journal of the Academy of Marketing Science, 36(2), 247–261. CrossRef Grégoire, Y., & Fisher, R. J. (2008). Customer betrayal and retaliation: When your best customers become your worst enemies. Journal of the Academy of Marketing Science, 36(2), 247–261. CrossRef
Zurück zum Zitat Gronroos, C. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of Business Research, 20(1), 3–11. CrossRef Gronroos, C. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of Business Research, 20(1), 3–11. CrossRef
Zurück zum Zitat Gummesson, E. (1995). Relationship marketing: Its role in the service economy. Understanding Services Management, 244, 68. Gummesson, E. (1995). Relationship marketing: Its role in the service economy. Understanding Services Management, 244, 68.
Zurück zum Zitat Gupta, P., & Harris, J. (2010). How e-WOM recommendations influence product consideration and quality of choice: A motivation to process information perspective. Journal of Business Research, 63(9–10), 1041–1049. CrossRef Gupta, P., & Harris, J. (2010). How e-WOM recommendations influence product consideration and quality of choice: A motivation to process information perspective. Journal of Business Research, 63(9–10), 1041–1049. CrossRef
Zurück zum Zitat Hajli, N. (2019). The impact of positive and negative valence on social commerce purchase intention. Information Technology and People, 33(2), 774–791. CrossRef Hajli, N. (2019). The impact of positive and negative valence on social commerce purchase intention. Information Technology and People, 33(2), 774–791. CrossRef
Zurück zum Zitat Hansen, N., Kupfer, A. K., & Hennig-Thurau, T. (2018). Brand crises in the digital age: The short-and long-term effects of social media firestorms on consumers and brands. International Journal of Research in Marketing, 35(4), 557–574. CrossRef Hansen, N., Kupfer, A. K., & Hennig-Thurau, T. (2018). Brand crises in the digital age: The short-and long-term effects of social media firestorms on consumers and brands. International Journal of Research in Marketing, 35(4), 557–574. CrossRef
Zurück zum Zitat Harrigan, P., Evers, U., Miles, M. P., & Daly, T. (2018). Customer engagement and the relationship between involvement, engagement, self-brand connection and brand usage intent. Journal of Business Research, 88, 388–396. CrossRef Harrigan, P., Evers, U., Miles, M. P., & Daly, T. (2018). Customer engagement and the relationship between involvement, engagement, self-brand connection and brand usage intent. Journal of Business Research, 88, 388–396. CrossRef
Zurück zum Zitat Harris, K. E., Grewal, D., Mohr, L. A., & Bernhardt, K. L. (2006). Consumer responses to service recovery strategies: The moderating role of online versus offline environment. Journal of Business Research, 59(4), 425–431. CrossRef Harris, K. E., Grewal, D., Mohr, L. A., & Bernhardt, K. L. (2006). Consumer responses to service recovery strategies: The moderating role of online versus offline environment. Journal of Business Research, 59(4), 425–431. CrossRef
Zurück zum Zitat Hazée, S., Van Vaerenbergh, Y., & Armirotto, V. (2017). Co-creating service recovery after service failure: The role of brand equity. Journal of Business Research, 74, 101–109. CrossRef Hazée, S., Van Vaerenbergh, Y., & Armirotto, V. (2017). Co-creating service recovery after service failure: The role of brand equity. Journal of Business Research, 74, 101–109. CrossRef
Zurück zum Zitat Heath, C., Bell, C., & Sternberg, E. (2001). Emotional selection in memes: The case of urban legends. Journal of Personality and Social Psychology, 81(6), 1028. CrossRef Heath, C., Bell, C., & Sternberg, E. (2001). Emotional selection in memes: The case of urban legends. Journal of Personality and Social Psychology, 81(6), 1028. CrossRef
Zurück zum Zitat Herhausen, D., Ludwig, S., Grewal, D., Wulf, J., & Schoegel, M. (2019). Detecting, preventing, and mitigating online firestorms in brand communities. Journal of Marketing, 83(3), 1–21. CrossRef Herhausen, D., Ludwig, S., Grewal, D., Wulf, J., & Schoegel, M. (2019). Detecting, preventing, and mitigating online firestorms in brand communities. Journal of Marketing, 83(3), 1–21. CrossRef
Zurück zum Zitat Ho-Dac, N. N., Carson, S. J., & Moore, W. L. (2013). The effects of positive and negative online customer reviews: Do brand strength and category maturity matter? Journal of Marketing, 77(6), 37–53. CrossRef Ho-Dac, N. N., Carson, S. J., & Moore, W. L. (2013). The effects of positive and negative online customer reviews: Do brand strength and category maturity matter? Journal of Marketing, 77(6), 37–53. CrossRef
Zurück zum Zitat Hoffman, L. W. (1977). Changes in family roles, socialization, and sex differences. American Psychologist, 32(8), 644. CrossRef Hoffman, L. W. (1977). Changes in family roles, socialization, and sex differences. American Psychologist, 32(8), 644. CrossRef
Zurück zum Zitat Homburg, C., & Fürst, A. (2005). How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic approach. Journal of Marketing, 69(3), 95–114. CrossRef Homburg, C., & Fürst, A. (2005). How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic approach. Journal of Marketing, 69(3), 95–114. CrossRef
Zurück zum Zitat Hsu, C. L., Yu, L. C., & Chang, K. C. (2017). Exploring the effects of online customer reviews, regulatory focus, and product type on purchase intention: Perceived justice as a moderator. Computers in Human Behavior, 69, 335–346. CrossRef Hsu, C. L., Yu, L. C., & Chang, K. C. (2017). Exploring the effects of online customer reviews, regulatory focus, and product type on purchase intention: Perceived justice as a moderator. Computers in Human Behavior, 69, 335–346. CrossRef
Zurück zum Zitat Johnson, J. W., & Rapp, A. (2010). A more comprehensive understanding and measure of customer helping behavior. Journal of Business Research, 63(8), 787–792. CrossRef Johnson, J. W., & Rapp, A. (2010). A more comprehensive understanding and measure of customer helping behavior. Journal of Business Research, 63(8), 787–792. CrossRef
Zurück zum Zitat Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57(1), 1–22. CrossRef Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57(1), 1–22. CrossRef
Zurück zum Zitat Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), 429. CrossRef Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), 429. CrossRef
Zurück zum Zitat Kim, S., Kandampully, J., & Bilgihan, A. (2018). The influence of eWOM communications: An application of online social network framework. Computers in Human Behavior, 80, 243–254. CrossRef Kim, S., Kandampully, J., & Bilgihan, A. (2018). The influence of eWOM communications: An application of online social network framework. Computers in Human Behavior, 80, 243–254. CrossRef
Zurück zum Zitat Kordrostami, E., Liu-Thompkins, Y., & Rahmani, V. (2020). Investigating the influence of regulatory focus on the efficacy of online review volume versus valence. European Journal of Marketing, 55(1), 297–314. CrossRef Kordrostami, E., Liu-Thompkins, Y., & Rahmani, V. (2020). Investigating the influence of regulatory focus on the efficacy of online review volume versus valence. European Journal of Marketing, 55(1), 297–314. CrossRef
Zurück zum Zitat Kotler, P. (1991). Marketing management: Analysis, planning, implementation and control (9th ed). Prentice-Hall International. Kotler, P. (1991). Marketing management: Analysis, planning, implementation and control (9th ed). Prentice-Hall International.
Zurück zum Zitat Kudeshia, C., & Kumar, A. (2017). Social eWOM: Does it affect the brand attitude and purchase intention of brands? Management Research Review, 43(6), 310–330. CrossRef Kudeshia, C., & Kumar, A. (2017). Social eWOM: Does it affect the brand attitude and purchase intention of brands? Management Research Review, 43(6), 310–330. CrossRef
Zurück zum Zitat Lazarus, R. S., & Folkman, S. (1987). Transactional theory and research on emotions and coping. European Journal of Personality, 1(3), 141–169. CrossRef Lazarus, R. S., & Folkman, S. (1987). Transactional theory and research on emotions and coping. European Journal of Personality, 1(3), 141–169. CrossRef
Zurück zum Zitat Lee, M., Rodgers, S., & Kim, M. (2009). Effects of valence and extremity of eWOM on attitude toward the brand and website. Journal of Current Issues & Research in Advertising, 31(2), 1–11. CrossRef Lee, M., Rodgers, S., & Kim, M. (2009). Effects of valence and extremity of eWOM on attitude toward the brand and website. Journal of Current Issues & Research in Advertising, 31(2), 1–11. CrossRef
Zurück zum Zitat Levin, I. P. (1987). Associative effects of information framing. Bulletin of the Psychonomics Society, 25, 85–86. CrossRef Levin, I. P. (1987). Associative effects of information framing. Bulletin of the Psychonomics Society, 25, 85–86. CrossRef
Zurück zum Zitat Li, Y., Yang, K., Chen, J., Gupta, S., & Ning, F. (2019). Can an apology change after-crisis user attitude? The role of social media in online crisis management. Information Technology & People, 32(4), 802–827. CrossRef Li, Y., Yang, K., Chen, J., Gupta, S., & Ning, F. (2019). Can an apology change after-crisis user attitude? The role of social media in online crisis management. Information Technology & People, 32(4), 802–827. CrossRef
Zurück zum Zitat Liao, H. (2007). Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of Applied Psychology, 92(2), 475. CrossRef Liao, H. (2007). Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of Applied Psychology, 92(2), 475. CrossRef
Zurück zum Zitat Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. CrossRef Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. CrossRef
Zurück zum Zitat Liu, B. (2006). A survey of credibility theory. Fuzzy Optimization and Decision Making, 5(4), 387–408. CrossRef Liu, B. (2006). A survey of credibility theory. Fuzzy Optimization and Decision Making, 5(4), 387–408. CrossRef
Zurück zum Zitat Loken, B., & Roedder John, D. (1993). Diluting brand beliefs: When do brand extensions have a negative impact? Journal of Marketing, 57(3), 71–84. CrossRef Loken, B., & Roedder John, D. (1993). Diluting brand beliefs: When do brand extensions have a negative impact? Journal of Marketing, 57(3), 71–84. CrossRef
Zurück zum Zitat Lord, C. G., Ross, L., & Lepper, M. R. (1979). Biased assimilation and attitude polarization: The effects of prior theories on subsequently considered evidence. Journal of Personality and Social Psychology, 37(11), 2098. CrossRef Lord, C. G., Ross, L., & Lepper, M. R. (1979). Biased assimilation and attitude polarization: The effects of prior theories on subsequently considered evidence. Journal of Personality and Social Psychology, 37(11), 2098. CrossRef
Zurück zum Zitat Low, G. S., & Lamb, C. W. (2000). The measurement and dimensionality of brand associations. Journal of Product & Brand Management, 9(6), 350–368. CrossRef Low, G. S., & Lamb, C. W. (2000). The measurement and dimensionality of brand associations. Journal of Product & Brand Management, 9(6), 350–368. CrossRef
Zurück zum Zitat Luo, X., Raithel, S., & Wiles, M. A. (2013). The impact of brand rating dispersion on firm value. Journal of Marketing Research, 50(3), 399–415. CrossRef Luo, X., Raithel, S., & Wiles, M. A. (2013). The impact of brand rating dispersion on firm value. Journal of Marketing Research, 50(3), 399–415. CrossRef
Zurück zum Zitat MacInnis, D. J., & Folkes, V. S. (2017). Humanizing brands: When brands seem to be like me, part of me, and in a relationship with me. Journal of Consumer Psychology, 27(3), 355–374. CrossRef MacInnis, D. J., & Folkes, V. S. (2017). Humanizing brands: When brands seem to be like me, part of me, and in a relationship with me. Journal of Consumer Psychology, 27(3), 355–374. CrossRef
Zurück zum Zitat Mafael, A., Gottschalk, S. A., & Kreis, H. (2016). Examining biased assimilation of brand-related online reviews. Journal of Interactive Marketing, 36, 91–106. CrossRef Mafael, A., Gottschalk, S. A., & Kreis, H. (2016). Examining biased assimilation of brand-related online reviews. Journal of Interactive Marketing, 36, 91–106. CrossRef
Zurück zum Zitat Mattila, A. S. (2004). The impact of service failures on customer loyalty. International Journal of Service Industry Management, 15(2), 134–149. CrossRef Mattila, A. S. (2004). The impact of service failures on customer loyalty. International Journal of Service Industry Management, 15(2), 134–149. CrossRef
Zurück zum Zitat Mattila, A. S., & Patterson, P. G. (2004). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6(4), 336–346. CrossRef Mattila, A. S., & Patterson, P. G. (2004). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6(4), 336–346. CrossRef
Zurück zum Zitat McFarland, R. G., Bloodgood, J. M., & Payan, J. M. (2008). Supply chain contagion. Journal of Marketing, 72(2), 63–79. CrossRef McFarland, R. G., Bloodgood, J. M., & Payan, J. M. (2008). Supply chain contagion. Journal of Marketing, 72(2), 63–79. CrossRef
Zurück zum Zitat McGraw, A. P., Warren, C., & Kan, C. (2015). Humorous complaining. Journal of Consumer Research, 41(5), 1153–1171. CrossRef McGraw, A. P., Warren, C., & Kan, C. (2015). Humorous complaining. Journal of Consumer Research, 41(5), 1153–1171. CrossRef
Zurück zum Zitat Mittal, V., Huppertz, J. W., & Khare, A. (2008). Customer complaining: The role of tie strength and information control. Journal of Retailing, 84(2), 195–204. CrossRef Mittal, V., Huppertz, J. W., & Khare, A. (2008). Customer complaining: The role of tie strength and information control. Journal of Retailing, 84(2), 195–204. CrossRef
Zurück zum Zitat Nabi, R. L. (2003). Exploring the framing effects of emotion: Do discrete emotions differentially influence information accessibility, information seeking, and policy preference? Communication Research, 30(2), 224–247. CrossRef Nabi, R. L. (2003). Exploring the framing effects of emotion: Do discrete emotions differentially influence information accessibility, information seeking, and policy preference? Communication Research, 30(2), 224–247. CrossRef
Zurück zum Zitat Nyer, P. U. (1997). A study of the relationships between cognitive appraisals and consumption emotions. Journal of the Academy of Marketing Science, 25(4), 296–304. CrossRef Nyer, P. U. (1997). A study of the relationships between cognitive appraisals and consumption emotions. Journal of the Academy of Marketing Science, 25(4), 296–304. CrossRef
Zurück zum Zitat Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. CrossRef Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. CrossRef
Zurück zum Zitat Ozuem, W., & Azemi, Y. (2018). Online service failure and recovery strategies in luxury brands: A view from justice theory. In Digital marketing strategies for fashion and luxury brands (pp. 108–125). IGI Global. Ozuem, W., & Azemi, Y. (2018). Online service failure and recovery strategies in luxury brands: A view from justice theory. In Digital marketing strategies for fashion and luxury brands (pp. 108–125). IGI Global.
Zurück zum Zitat Ozuem, W., Howell, K. E., & Lancaster, G. (2008). Communicating in the new interactive marketspace. European Journal of Marketing, 42(9–10), 1059–1083. CrossRef Ozuem, W., Howell, K. E., & Lancaster, G. (2008). Communicating in the new interactive marketspace. European Journal of Marketing, 42(9–10), 1059–1083. CrossRef
Zurück zum Zitat Ozuem, W., Patel, A., Howell, K. E., & Lancaster, G. (2017). An exploration of customers’ response to online service recovery initiatives. International Journal of Market Research, 59(1), 97–116. Ozuem, W., Patel, A., Howell, K. E., & Lancaster, G. (2017). An exploration of customers’ response to online service recovery initiatives. International Journal of Market Research, 59(1), 97–116.
Zurück zum Zitat Ozuem, W., Thomas, T., & Lancaster, G. (2016). The influence of customer loyalty on small island economies: An empirical and exploratory study. Journal of Strategic Marketing, 24(6), 447–469. CrossRef Ozuem, W., Thomas, T., & Lancaster, G. (2016). The influence of customer loyalty on small island economies: An empirical and exploratory study. Journal of Strategic Marketing, 24(6), 447–469. CrossRef
Zurück zum Zitat Park, C. W., MacInnis, D. J., Priester, J., Eisingerich, A. B., & Iacobucci, D. (2010). Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical brand equity drivers. Journal of Marketing, 74(6), 1–17. CrossRef Park, C. W., MacInnis, D. J., Priester, J., Eisingerich, A. B., & Iacobucci, D. (2010). Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical brand equity drivers. Journal of Marketing, 74(6), 1–17. CrossRef
Zurück zum Zitat Park, M., Im, H., & Kim, H. Y. (2018). “You are too friendly!” The negative effects of social media marketing on value perceptions of luxury fashion brands. Journal of Business Research, 117, 529–542. CrossRef Park, M., Im, H., & Kim, H. Y. (2018). “You are too friendly!” The negative effects of social media marketing on value perceptions of luxury fashion brands. Journal of Business Research, 117, 529–542. CrossRef
Zurück zum Zitat Park, D. H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125–148. CrossRef Park, D. H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125–148. CrossRef
Zurück zum Zitat Pennington, D. C. (2000). Social cognition. Routledge. Pennington, D. C. (2000). Social cognition. Routledge.
Zurück zum Zitat Pfeffer, J., Zorbach, T., & Carley, K. M. (2014). Understanding online firestorms: Negative word-of-mouth dynamics in social media networks. Journal of Marketing Communications, 20(1–2), 117–128. CrossRef Pfeffer, J., Zorbach, T., & Carley, K. M. (2014). Understanding online firestorms: Negative word-of-mouth dynamics in social media networks. Journal of Marketing Communications, 20(1–2), 117–128. CrossRef
Zurück zum Zitat Presi, C., Saridakis, C., & Hartmans, S. (2014). User-generated content behaviour of the dissatisfied service customer. European Journal of Marketing, 28(9–10), 1600–1625. CrossRef Presi, C., Saridakis, C., & Hartmans, S. (2014). User-generated content behaviour of the dissatisfied service customer. European Journal of Marketing, 28(9–10), 1600–1625. CrossRef
Zurück zum Zitat Purnawirawan, N., De Pelsmacker, P., & Dens, N. (2012). Balance and sequence in online reviews: How perceived usefulness affects attitudes and intentions. Journal of Interactive Marketing, 26(4), 244–255. CrossRef Purnawirawan, N., De Pelsmacker, P., & Dens, N. (2012). Balance and sequence in online reviews: How perceived usefulness affects attitudes and intentions. Journal of Interactive Marketing, 26(4), 244–255. CrossRef
Zurück zum Zitat Rapp, A., Beitelspacher, L. S., Grewal, D., & Hughes, D. E. (2013). Understanding social media effects across seller, retailer, and consumer interactions. Journal of the Academy of Marketing Science, 41(5), 547–566. CrossRef Rapp, A., Beitelspacher, L. S., Grewal, D., & Hughes, D. E. (2013). Understanding social media effects across seller, retailer, and consumer interactions. Journal of the Academy of Marketing Science, 41(5), 547–566. CrossRef
Zurück zum Zitat Roggeveen, A. L., Tsiros, M., & Grewal, D. (2012). Understanding the co-creation effect: When does collaborating with customers provide a lift to service recovery? Journal of the Academy of Marketing Science, 40(6), 771–790. CrossRef Roggeveen, A. L., Tsiros, M., & Grewal, D. (2012). Understanding the co-creation effect: When does collaborating with customers provide a lift to service recovery? Journal of the Academy of Marketing Science, 40(6), 771–790. CrossRef
Zurück zum Zitat Sabermajidi, N., Valaei, N., Balaji, M. S., & Goh, S. K. (2019). Measuring brand-related content in social media: A socialization theory perspective. Information Technology & People, 33(4), 1281–1302. CrossRef Sabermajidi, N., Valaei, N., Balaji, M. S., & Goh, S. K. (2019). Measuring brand-related content in social media: A socialization theory perspective. Information Technology & People, 33(4), 1281–1302. CrossRef
Zurück zum Zitat Sen, S., & Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the web. Journal of Interactive Marketing, 21(4), 76–94. CrossRef Sen, S., & Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the web. Journal of Interactive Marketing, 21(4), 76–94. CrossRef
Zurück zum Zitat Sheppes, G., Scheibe, S., Suri, G., & Gross, J. J. (2011). Emotion-regulation choice. Psychological Science, 22(11), 1391–1396. CrossRef Sheppes, G., Scheibe, S., Suri, G., & Gross, J. J. (2011). Emotion-regulation choice. Psychological Science, 22(11), 1391–1396. CrossRef
Zurück zum Zitat Shin, D., Song, J. H., & Biswas, A. (2014). Electronic word-of-mouth (eWOM) generation in new media platforms: The role of regulatory focus and collective dissonance. Marketing Letters, 25(2), 153–165. CrossRef Shin, D., Song, J. H., & Biswas, A. (2014). Electronic word-of-mouth (eWOM) generation in new media platforms: The role of regulatory focus and collective dissonance. Marketing Letters, 25(2), 153–165. CrossRef
Zurück zum Zitat Smith, A. N., Fischer, E., & Yongjian, C. (2012). How does brand-related user-generated content differ across YouTube, Facebook, and Twitter? Journal of Interactive Marketing, 26(2), 102–113. CrossRef Smith, A. N., Fischer, E., & Yongjian, C. (2012). How does brand-related user-generated content differ across YouTube, Facebook, and Twitter? Journal of Interactive Marketing, 26(2), 102–113. CrossRef
Zurück zum Zitat Smith, C. A., & Ellsworth, P. C. (1985). Patterns of cognitive appraisal in emotion. Journal of Personality and Social Psychology, 48(4), 813. CrossRef Smith, C. A., & Ellsworth, P. C. (1985). Patterns of cognitive appraisal in emotion. Journal of Personality and Social Psychology, 48(4), 813. CrossRef
Zurück zum Zitat Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310–1323. CrossRef Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310–1323. CrossRef
Zurück zum Zitat Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15–23. CrossRef Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15–23. CrossRef
Zurück zum Zitat Strizhakova, Y., Coulter, R. A., & Price, L. L. (2012). The young adult cohort in emerging markets: Assessing their glocal cultural identity in a global marketplace. International Journal of Research in Marketing, 29(1), 43–54. CrossRef Strizhakova, Y., Coulter, R. A., & Price, L. L. (2012). The young adult cohort in emerging markets: Assessing their glocal cultural identity in a global marketplace. International Journal of Research in Marketing, 29(1), 43–54. CrossRef
Zurück zum Zitat Tellis, G. J., MacInnis, D. J., & Tirunillai, S. (2020). What drives virality (sharing, spread) of YouTube video ads: Emotion vs brand prominence and information. Marketing Science Working Paper Series, 83(4) 1–20. Tellis, G. J., MacInnis, D. J., & Tirunillai, S. (2020). What drives virality (sharing, spread) of YouTube video ads: Emotion vs brand prominence and information. Marketing Science Working Paper Series, 83(4) 1–20.
Zurück zum Zitat Thøgersen, J., Juhl, H. J., & Poulsen, C. S. (2009). Complaining: A function of attitude, personality, and situation. Psychology & Marketing, 26(8), 760–777. CrossRef Thøgersen, J., Juhl, H. J., & Poulsen, C. S. (2009). Complaining: A function of attitude, personality, and situation. Psychology & Marketing, 26(8), 760–777. CrossRef
Zurück zum Zitat Tsao, W. C., Hsieh, M. T., Shih, L. W., & Lin, T. M. (2015). Compliance with eWOM: The influence of hotel reviews on booking intention from the perspective of consumer conformity. International Journal of Hospitality Management, 46, 99–111. CrossRef Tsao, W. C., Hsieh, M. T., Shih, L. W., & Lin, T. M. (2015). Compliance with eWOM: The influence of hotel reviews on booking intention from the perspective of consumer conformity. International Journal of Hospitality Management, 46, 99–111. CrossRef
Zurück zum Zitat Van Schaik, P., & Ling, J. (2009). The role of context in perceptions of the aesthetics of web pages over time. International Journal of Human Computer Studies, 67, 79–89. CrossRef Van Schaik, P., & Ling, J. (2009). The role of context in perceptions of the aesthetics of web pages over time. International Journal of Human Computer Studies, 67, 79–89. CrossRef
Zurück zum Zitat Verhagen, T., Nauta, A., & Feldberg, F. (2013). Negative online word-of-mouth: Behavioral indicator or emotional release? Computers in Human Behavior, 29(4), 1430–1440. CrossRef Verhagen, T., Nauta, A., & Feldberg, F. (2013). Negative online word-of-mouth: Behavioral indicator or emotional release? Computers in Human Behavior, 29(4), 1430–1440. CrossRef
Zurück zum Zitat Wakefield, L. T., & Wakefield, R. L. (2018). Anxiety and ephemeral social media use in negative eWOM creation. Journal of Interactive Marketing, 41, 44–59. CrossRef Wakefield, L. T., & Wakefield, R. L. (2018). Anxiety and ephemeral social media use in negative eWOM creation. Journal of Interactive Marketing, 41, 44–59. CrossRef
Zurück zum Zitat Wang, Y., & Chaudhry, A. (2018). When and how managers’ responses to online reviews affect subsequent reviews. Journal of Marketing Research, 55(2), 163–177. CrossRef Wang, Y., & Chaudhry, A. (2018). When and how managers’ responses to online reviews affect subsequent reviews. Journal of Marketing Research, 55(2), 163–177. CrossRef
Zurück zum Zitat Ward, J. C., & Ostrom, A. L. (2006). Complaining to the masses: The role of protest framing in customer-created complaint web sites. Journal of Consumer Research, 33(2), 220–230. CrossRef Ward, J. C., & Ostrom, A. L. (2006). Complaining to the masses: The role of protest framing in customer-created complaint web sites. Journal of Consumer Research, 33(2), 220–230. CrossRef
Zurück zum Zitat Wei, S., Ang, T., & Anaza, N. A. (2019). The power of information on customers’ social withdrawal and citizenship behavior in a crowded service environment. Journal of Service Management, 30(1), 23–47. CrossRef Wei, S., Ang, T., & Anaza, N. A. (2019). The power of information on customers’ social withdrawal and citizenship behavior in a crowded service environment. Journal of Service Management, 30(1), 23–47. CrossRef
Zurück zum Zitat Weitzl, W. J., & Hutzinger, C. (2019). Rise and fall of complainants’ desires: The role of pre-failure brand commitment and online service recovery satisfaction. Computers in Human Behavior, 97, 116–129. CrossRef Weitzl, W. J., & Hutzinger, C. (2019). Rise and fall of complainants’ desires: The role of pre-failure brand commitment and online service recovery satisfaction. Computers in Human Behavior, 97, 116–129. CrossRef
Zurück zum Zitat Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recovery evaluations and post-recovery relationships. Journal of Services Marketing, 18(2), 133–146. CrossRef Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recovery evaluations and post-recovery relationships. Journal of Services Marketing, 18(2), 133–146. CrossRef
Zurück zum Zitat Yi, S., & Baumgartner, H. (2004). Coping with negative emotions in purchase-related situations. Journal of Consumer Psychology, 14(3), 303–317. CrossRef Yi, S., & Baumgartner, H. (2004). Coping with negative emotions in purchase-related situations. Journal of Consumer Psychology, 14(3), 303–317. CrossRef
Zurück zum Zitat Yusuf, A. S., Che Hussin, A. R., & Busalim, A. H. (2018). Influence of e-WOM engagement on consumer purchase intention in social commerce. Journal of Services Marketing, 32(4), 493–504. CrossRef Yusuf, A. S., Che Hussin, A. R., & Busalim, A. H. (2018). Influence of e-WOM engagement on consumer purchase intention in social commerce. Journal of Services Marketing, 32(4), 493–504. CrossRef
Zurück zum Zitat Zeelenberg, M., & Pieters, R. (2004). Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57(4), 445–455. CrossRef Zeelenberg, M., & Pieters, R. (2004). Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57(4), 445–455. CrossRef
Zurück zum Zitat Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. CrossRef Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. CrossRef
Zurück zum Zitat Zheng, T., Youn, H., & Kincaid, C. S. (2009). An analysis of customers’ e-complaints for luxury resort properties. Journal of Hospitality Marketing & Management, 18(7), 718–729. CrossRef Zheng, T., Youn, H., & Kincaid, C. S. (2009). An analysis of customers’ e-complaints for luxury resort properties. Journal of Hospitality Marketing & Management, 18(7), 718–729. CrossRef
Metadaten
Titel
Leveraging EWOM on Service Failure Recovery Strategy: An Insight into the Brand Perspective
verfasst von
Silvia Ranfagni
Wilson Ozuem
Copyright-Jahr
2021
DOI
https://doi.org/10.1007/978-3-030-70324-0_16