Effects of brand feedback to negative eWOM on brand love/hate: an expectancy violation approach

Business & Economics

• Electronic Word-of-mouth 100%
• Expectancy 92%
• Violations 81%
• Consumer Expectations 30%
• Consumer Satisfaction 22%
• Consumer Response 21%
• Causal Attributions 14%
• Social Media 8%
• Costs 7%
• Consumer Dissatisfaction 7%
• Experimental Design 6%
• Airline Industry 5%
• Hotel Industry 5%
• Attribution 4%
• Pioneers 4%
• Design Methodology 2%

Engineering & Materials Science

• Compensation and Redress 64%
• Feedback 53%
• Costs 18%
• Hotels 14%
• Lenses 12%
• Design of experiments 11%
• Industry 5%