Toward Understanding Consumer Processing of Negative Online Word-of-Mouth Communication

By Chung-Hun Lee, David A. Cranage. 2014

187 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/e6ea35feeebfbf3e97bc51d131f26e408ca8b44f

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Geng Cui
2. Kevin Kam Fung So
3. Ling Peng
4. Wei Wang
5. Karen L. Xie

In Organizational Behavior and Human Resource Management

1. Geng Cui
2. Kevin Kam Fung So
3. Wei Wang
4. Karen L. Xie

In Sociology and Political Science

1. Geng Cui
2. Kevin Kam Fung So
3. Wei Wang
4. Karen L. Xie

Citations in the corpus

• 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).”
• The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders (2017, background): “Lee and Cranage (2014) refer to such responses as ‘external’ explanations.”
• Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach (2017, background): “Similarly, research shows that the impact of organizational responses on consumers’ external causal attribution and attitude change is moderated by review consensus (Lee and Cranage, 2014).”