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Do managerial communications improve customer satisfaction and eWOM? The moderating effect of response authenticity
BusinessHumanities & Social Sciences Communications

Do managerial communications improve customer satisfaction and eWOM? The moderating effect of response authenticity

S. Han, C. K. Anderson, et al.

This research examines how private managerial responses to customer survey feedback can influence future customer satisfaction and eWOM, with a focus on personalization and length. Conducted by Saram Han, Christopher K. Anderson, and Kyunghwa Chung, the findings reveal that a personalized or lengthy apology can enhance future satisfaction, while a 'thank you' boosts eWOM. Dive into the intriguing dynamics of digital customer interactions!... show more
Citation Metrics
Citations
7
Influential Citations
0
Reference Count
54
Citation by Year

Note: The citation metrics presented here have been sourced from Semantic Scholar and OpenAlex.

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