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Corporate Responses to the Coronavirus Crisis and their Impact on Electronic‐Word‐of‐Mouth and Trust Recovery: Evidence from Social Media
This study examines how corporate responses to service failure, caused by the coronavirus (COVID‐19) crisis, influence electronic‐word‐of‐mouth (E‐WoM) and trust recovery around lockdown, using multiple data sources. A dataset of 398 valid COVID‐19 announcements from 50 UK food retailers posted on t...
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| Yayımlandı: | British Journal of Management |
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| Asıl Yazarlar: | , , , , |
| Materyal Türü: | Artigo |
| Dil: | Inglês |
| Baskı/Yayın Bilgisi: |
John Wiley and Sons Inc.
2021
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| Konular: | |
| Online Erişim: | https://ncbi.nlm.nih.gov/pmc/articles/PMC8251100/ https://ncbi.nlm.nih.govhttp://dx.doi.org/10.1111/1467-8551.12497 |
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