How to deal with online consumer comments during a crisis? The impact of personalized organizational responses on organizational reputation

Author:

Crijns Hannelore,Cauberghe Veroline,Hudders Liselot,Claeys An-Sofie

Publisher

Elsevier BV

Subject

General Psychology,Human-Computer Interaction,Arts and Humanities (miscellaneous)

Reference90 articles.

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4. Social media as CRM? How two airline companies used Facebook during the “Ash crisis” in 2010;Bygstad;Scandinavian Journal of Information Systems,2012

5. Consumers’ use of persuasion knowledge: The effects of accessibility and cognitive capacity on perceptions of an influence agent;Campbell;The Journal of Consumer Research,2000

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