Rebuilding trust in online shops on consumer review sites: Sellers' responses to user-generated complaints
Matzat and Snijders, Journal of Computer-Mediated Communication 18(1), 2012, 62-79. Experiment with mock-up consumer review sites varying complaints and seller responses. Reputable shops were seen as more trustworthy; denials tended not to be believed; apologies produced stronger effects.
Matzat and Snijders, Journal of Computer-Mediated Communication 18(1), 2012, 62-79. Experiment with mock-up consumer review sites varying complaints and seller responses. Reputable shops were seen as more trustworthy; denials tended not to be believed; apologies produced stronger effects.
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Journal of Computer-Mediated Communication, 18(1), 62-79. doi:10.1111/j.1083-6101.2012.01594.x https://doi.org/10.1111/j.1083-6101.2012.01594.x