Inside sales social media use and its strategic implications for salesperson-customer digital engagement and performance
The nature of inside sales has shifted, increasing in autonomy, importance, and scope.
Moreover, buyers are changing their preferences from face-to-face interactions to virtual …
Moreover, buyers are changing their preferences from face-to-face interactions to virtual …
Conflict in online consumption communities: a systematic literature review and directions for future research
K Chandrasapth, N Yannopoulou… - International Marketing …, 2021 - emerald.com
Purpose The purpose of this study sets out to examine (1) how have conflicts been
conceptualized and operationalized within the context of online consumption …
conceptualized and operationalized within the context of online consumption …
An investigation of unsustainable luxury: How guilt drives negative word-of-mouth
This research investigates consumers' reactions to luxury versus mass-market fashion
products that are produced in an unsustainable manner. In particular, this research …
products that are produced in an unsustainable manner. In particular, this research …
The effects of consumer ethnocentrism and consumer animosity on perceived betrayal and negative word-of-mouth
HM Lee, T Chen, YS Chen, WY Lo… - Asia Pacific Journal of …, 2021 - emerald.com
Purpose The purpose of this research is to survey whether consumer ethnocentrism and
animosity will affect consumers' perceived betrayal and cause negative word-of-mouth …
animosity will affect consumers' perceived betrayal and cause negative word-of-mouth …
The outcome of online social interactions on Facebook pages: A study of user engagement behavior
H Khobzi, RYK Lau, TCH Cheung - Internet Research, 2019 - emerald.com
Purpose The purpose of this paper is to investigate the impact of different ways of message
framing on users' engagement behavior regarding the brand posts on Facebook and to …
framing on users' engagement behavior regarding the brand posts on Facebook and to …
[PDF][PDF] Consumer Complaint Behavior: A Literature Review and Research Agenda.
Consumer complaint behavior (CCB) is closely related to consumer satisfaction and is a
behavior of consumers in case of dissatisfaction. In some instances, consumers may remain …
behavior of consumers in case of dissatisfaction. In some instances, consumers may remain …
From electronic WOM to social eWOM: Bridging the trust deficit
J Pihlaja, H Saarijärvi, MT Spence… - Journal of Marketing …, 2017 - Taylor & Francis
The purpose of this study is to identify and uncover characteristics of social electronic word-
of-mouth. Social eWOM applies to social media platforms in which membership is restricted …
of-mouth. Social eWOM applies to social media platforms in which membership is restricted …
The impact of perceived brand interactivity on customer purchases. The mediating role of perceived brand fairness and the moderating role of brand involvement
Purpose This study aims to investigate the effect of perceived brand interactivity on customer
purchases along with the mediating effect of perceived brand fairness. To increase the …
purchases along with the mediating effect of perceived brand fairness. To increase the …
Corporate conflict management on social media brand fan pages
ABSTRACT A recent development in the literature on social media brand fan pages is the
investigation of hostile consumer-to-consumer interactions. Existing research has thus far …
investigation of hostile consumer-to-consumer interactions. Existing research has thus far …
“A little competition goes a long way”: Substitutive effects of emotional intelligence and workplace competition on salesperson creative selling
Despite receiving significant attention in the popular press, the topic of creative selling
remains underexamined in the sales literature. The current research helps to correct this …
remains underexamined in the sales literature. The current research helps to correct this …