Online Damage Control: The Effects of Proactive versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms
By G. van Noort, Lotte M. Willemsen. 2012
458 citations recorded by the source corpus.
Subfields: Artificial Intelligence, Sociology and Political Science, Human-Computer Interaction
View Paper: https://www.semanticscholar.org/paper/dc04cfa0827c8483d10878ce173e2ea778c44fbb
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Artificial Intelligence
In Sociology and Political Science
- Geng Cui
- Freya De Keyzer
- Nathalie Dens
- Toni G.L.A. van der Meer
- Patrick De Pelsmacker
- Ward van Zoonen
In Human-Computer Interaction
Citations in the corpus
- The Effect of Electronic Word of Mouth Communications on Intention to Buy: A Meta-Analysis (2019, unknown): “The results of previous studies on eWOM demonstrated that this will have a positive impact on consumers’ attitude towards products and purchase intention for those who have been exposed to negative eWOM communications (Van Noort and Willemsen 2011).”
- The Importance of Source and Credibility Perception in Times of Crisis: Crisis Communication in a Socially Mediated Era (2015, background): “Research on electronic word of mouth (eWOM) has already established that online, user-generated messages are perceived as more credible than organization-directed messages (e.g., Charron, Favier, & li, 2006; van Noort & Willemsen, 2012).”
- The signaling effect of management response in engaging customers: A study of the hotel industry (2017, background): “Most studies have relied on laboratory experiments to examine the effect of a one-time management response (Lee & Cranage, 2014; Min et al., 2015; Sparks et al., 2016; van Laer & de Ruyter, 2010; van Noort & Willemsen, 2012; Wei et al., 2013).”
- UvA-DARE (Digital Academic Repository) Privacy concerns in chatbot interactions (unknown): “Secondly, based on brand relationship theory, users and brands can engage in relationships similar to interpersonal relationships, leading to positive brand responses [19, 31].”
- Is this for me? How Consumers Respond to Personalized Advertising on Social Network Sites (2015, background): “Research on web care (van Noort and Willemsen 2012), for example, indicates that consumers value proactive brand communications on brand-generated but not consumer-generated platforms.”