Soothing the unsatisfied or pleasing the satisfied? The effects of managerial responses to positive versus negative reviews on customer ratings and financial performance-Reference-Cited by-同舟云学术

Soothing the unsatisfied or pleasing the satisfied? The effects of managerial responses to positive versus negative reviews on customer ratings and financial performance

Published:2024-03-01 Issue: Volume: Page:
ISSN:0092-0703
Container-title:Journal of the Academy of Marketing Science
language:en
Short-container-title:J. of the Acad. Mark. Sci.

Author:

Wu Jiajun^ORCID,Ye Jun^ORCID,Chu Junhong

Funder

Natural Science Foundation of China

Natural Science Foundation of Fujian Province

Social Science Foundation of Fujian Province

Sanming University

Publisher

Springer Science and Business Media LLC

Link

https://link.springer.com/content/pdf/10.1007/s11747-024-01010-3.pdf

Reference70 articles.

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1. Unlocking (re)purchase potential through corporate responsiveness on social networks: The role of perceived customer orientation;Journal of Retailing and Consumer Services;2024-11

2. Correction: Soothing the unsatisfied or pleasing the satisfied? The effects of managerial responses to positive versus negative reviews on customer ratings and financial performance;Journal of the Academy of Marketing Science;2024-03-25