Negative reviews, positive impact: Consumer empathetic responding to unfair word of mouth
This research documents how negative reviews, when perceived as unfair, can activate feelings of empathy toward firms that have been wronged. Six studies and four supplemental experiments provide converging evidence that this experienced empathy for the firm motivates supportive consumer responses s...
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| Main Authors: | , , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2020
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| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/lkcsb_research/7079 https://ink.library.smu.edu.sg/context/lkcsb_research/article/8078/viewcontent/UnfairNegativeReviewsEmpathy_AllardDunnWhiteJM2020.pdf |
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| Institution: | Singapore Management University |
| Language: | English |