The effects of response strategies and severity of failure on consumer attribution with regard to negative word-of-mouth

Decision Support Systems

Volumn 71, Issue , 2015, Pages 48-61

  Chang, Hsin Hsin ^a   Tsai, Yao Chuan ^a   Wong, Kit Hong ^a   Wang, Jian Wei ^a   Cho, Fang Ju ^a  

^a NATIONAL CHENG KUNG UNIVERSITY   (Taiwan)

Author keywords

Attribution theory; Negative word of mouth (NWOM); Organizational reputation; Response strategies; Severity of failure

Indexed keywords

PURCHASING; SOCIAL NETWORKING (ONLINE);

ATTRIBUTION THEORY; CONSUMER PURCHASE; CUSTOMER PERCEPTIONS; ONLINE FORUMS; ORGANIZATIONAL REPUTATION; RESPONSE STRATEGIES; SERVICE INDUSTRIES; WORD OF MOUTH;

SALES;

EID: 84922530388     PISSN: 01679236     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.dss.2015.01.007     Document Type: Article

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