LIBROS DEL AUTOR: ines nee

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  • Managing Negative Word-of-Mouth on Social Media Platforms
    Ines Nee
    Ines Nee makes important key contributions to service recovery research by analyzing the effect of management response content towards negative online customer reviews on the observer’s purchase intention. This study is the first to provide a conceptual basis of observers’ behavioral reactions towards organizational complaint handling in the context of social media and to empir...
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