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How does apology matter? Responding to negative customer reviews on online-to-offline platforms

  • Published:2023-09 Issue: Volume:61 Page:101291
  • ISSN:1567-4223
  • Container-title:Electronic Commerce Research and Applications
  • language:en
  • Short-container-title:Electronic Commerce Research and Applications

Author:

Wan He,Mei Maggie Qiuzhu,Yan Jie,Xiong Jie,Wang Le

Funder

National Natural Science Foundation of China

Publisher

Elsevier BV

Subject

Management of Technology and Innovation,Marketing,Computer Networks and Communications,Computer Science Applications

Reference93 articles.

1. Service failures and customer defection: a closer look at online shopping experiences;Ahmad;Managing Service Quality: Int. J.,2002

2. Negative reviews, positive impact: consumer empathetic responding to unfair word of mouth;Allard;J. Mark.,2020

3. Influence of consumers' perceived risk on consumers’ online purchase intention;Ariffin;J. Res. Interact. Mark.,2018

4. On the evaluation of structural equation models;Bagozzi;J. Acad. Mark. Sci.,1988

5. Consumer trust repair: a critical literature review;Bozic;Eur. Manag. J.,2017

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