The impact of consensus and authenticity of the message on the allocation and evaluation of the companies |
Accommodation Defensive No action |
M-turkers |
Experiment |
Lee & Song (2010)Lee, B. K., & Song, S. (2010). An empirical investigation of electronic word-of-mouth: Informational motive and corporate response strategy. Computers in Human Behavior, 26, 1073-1080. doi: 10.1016/j.chb.2010.03.009 https://doi.org/10.1016/j.chb.2010.03.00...
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How companies should respond to the effects of eWOM |
Apologies |
Students |
Experiment |
Munzel, Jahn, & Kunz (2012)Munzel, A., Kunz, W. H., & Jahn, B. (2017). Serving in a social media world: How to react online to negative word of mouth. SSRN Electronic Journal. Retrieved from https://ssrn.com/abstract=2898312. doi: 10.2139/ssrn.2898312 https://ssrn.com/abstract=2898312...
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Investigating complaint response strategies on websites/blogs via experiments |
Proactive vs. Passive Customer vs. Brand platforms |
Participants |
Experiment |
Noort & Willemsen (2012)Noort, G. Van, & Willemsen, L. M. (2012). Online damage control: the effects of proactive versus reactive webcare interventions in consumer-generated and brand-generated platforms. Journal of Interactive Marketing, 26(3), 131-140. doi: 10.1016/j.intmar.2011.07.001 https://doi.org/10.1016/j.intmar.2011.07...
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Investigating responses to online complaints from hotel guests |
"Triple A" Accommodation Acknowledge, Account, Action |
Consumers |
On-line TripAdvisor Examination |
Sparks & Bradley (2014)Sparks, B. A., & Bradley, G. L. (2014). A “Triple A” typology of responding to negative consumer-generated online reviews. Journal of Hospitality & Tourism Research, 41(6), 719-745. doi: 10.1177/1096348014538052 https://doi.org/10.1177/1096348014538052...
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The factors that influence the perception and impact of various response strategies on hotel reviews |
Response by the company or a company representative |
Participants |
Experiment |
Waiguny, Kniesel, & Diehl (2014)Waiguny, M. K., Kniesel, H., & Diehl, S. (2014). Is it worth responding? The effect of different response strategies on the attitude toward the reviewed hotel. International Conference on Research in Advertising, Netherlands, 1-13.
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Effect of social media apologies on a company's customer and non-customer behavior |
Apologies, compensation |
Customers and potential customers |
Questionnaire |
Manika, Papagiannidis, & Bourlakis (2015)Manika, D., Papagiannidis, S., & Bourlakis, M. (2017). Understanding the effects of a social media service failure apology: A comparative study of customers vs. potential customers. International Journal of Information Management, 37, 214-228.
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How companies should respond to positive and negative comments |
Company response or personalized – human voice
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Participants |
Experiment |
Crijns, Cauberghe, Hudders, & Claeys (2017)Crijns H., Cauberghe V., Hudders L., & Claeys, A. S . (2017, October). How to deal with online consumer comments during a crisis? The impact of personalized organizational responses on organizational reputation. Computers in Human Behavior, 75, 619-631. doi: 10.1016/j.chb.2017.05.046 https://doi.org/10.1016/j.chb.2017.05.04...
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The effect of negative response strategies on customer perceptions |
Apologies (pretext, excuse) |
Participants |
Experiment |
Munzel, Jahn, & Kunz (2017)Munzel, A., Kunz, W. H., & Jahn, B. (2017). Serving in a social media world: How to react online to negative word of mouth. SSRN Electronic Journal. Retrieved from https://ssrn.com/abstract=2898312. doi: 10.2139/ssrn.2898312 https://ssrn.com/abstract=2898312...
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Investigating the semantics and impact of responses to complaints |
Accommodation Defensive |
Consumers |
Field Experiment |
Li, Cui, & Peng (2018)Li, C., Cui, G., & Peng, L. (2018, July). Tailoring management response to negative reviews: The effectiveness of accommodative versus defensive responses. Computers in Human Behavior, 84, 272-284. doi: 10.1016/j.chb.2018.03.009 https://doi.org/10.1016/j.chb.2018.03.00...
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