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Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect
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Complaint Management Unlocked (2013)
ISBN: 9783656579953 bzw. 3656579954, in Deutsch, GRIN Verlag, Taschenbuch, neu.
Paperback. 36 pages. Dimensions: 8.3in. x 5.8in. x 0.1in.Masters 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. This item ships from multiple locations. Your book may arrive from Roseburg,OR, La Vergne,TN.
Complaint Management Unlocked - The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations
ISBN: 9783656579939 bzw. 3656579938, in Deutsch, GRIN Verlag, neu.
Complaint Management Unlocked: 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. Englisch, Ebook.
Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect (2014)
ISBN: 9783656579953 bzw. 3656579954, vermutlich in Englisch, GRIN Publishing, Taschenbuch, neu.
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. Taschenbuch, 27.01.2014.
Complaint Management Unlocked
ISBN: 9783656579953 bzw. 3656579954, in Deutsch, Grin Verlag Grin Verlag Gmbh, Taschenbuch, neu.
buecher.de GmbH & Co. KG, [1].
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.2014. 36 S. 210 mmVersandfertig in 3-5 Tagen, Softcover.
Complaint Management Unlocked. the Effects of Different Variations of Reactive Versus Proactive Webcare on Consumer Responses and the Mediating Effect of Customer Expectations (2013)
ISBN: 9783656579953 bzw. 3656579954, in Englisch, neu.
Complaint Management Unlocked
ISBN: 9783656579953 bzw. 3656579954, in Deutsch, neu.
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.
Complaint Management Unlocked: The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations (2014)
ISBN: 9783656579939 bzw. 3656579938, in Englisch, 36 Seiten, GRIN Publishing, neu, Erstausgabe, E-Book, elektronischer Download.
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. Kindle Edition, ایڈیشن: 1, وضع: Kindle eBook, لیبل: GRIN Publishing, GRIN Publishing, مصنوعات گروپ: eBooks, شائع: 2014-01-22, تاریخ کی رہائی: 2014-01-22, سٹوڈیو: GRIN Publishing.
Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations
ISBN: 9783656579939 bzw. 3656579938, in Deutsch, neu.
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Complaint Management Unlocked (2014)
ISBN: 9783656579953 bzw. 3656579954, in Deutsch, Grin Verlag, Taschenbuch, neu, Nachdruck.
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