Don't be so emotional! How tone of voice and service type affect the relationship between message valence and consumer responses to WOM in social media.
Freya De KeyzerNathalie DensPatrick De PelsmackerPublished in: Online Inf. Rev. (2017)
Keyphrases
- consumer behavior
- social networking sites
- social media
- electronic word of mouth
- emotion recognition
- information sources
- social networking
- positive or negative
- social networks
- emotional state
- online reviews
- online shopping
- web services
- sentence level
- service quality
- customer satisfaction
- social network sites
- affective states
- marketing strategies
- electronic commerce
- service providers