KOREASCHOLAR

LANGUAGE STYLE MATCHING IN MANAGEMENT RESPONSES TO NEGATIVE REVIEWS

Hongfei Liu, Hai-Anh Tran, Carmen Lopez
  • LanguageENG
  • URLhttp://db.koreascholar.com/Article/Detail/422285
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Global Marketing Conference
2023 Global Marketing Conference at Seoul (2023.07)
p.295
글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)
Abstract

Building on communication accommodation theory, we examine the effect of language style matching – the degree to which the language style of a response matches the language style of a relevant negative review – on prospective customers’ attitudes toward firms and firms’ sales performance, and the moderating effect of firms’ overall ratings.

Keyword
Management responseNegative reviewsCommunication accommodation theoryLanguage style matchingSales
Author
  • Hongfei Liu(University of Southampton, United Kingdom)
  • Hai-Anh Tran(University of Manchester, United Kingdom)
  • Carmen Lopez(University of Southampton, United Kingdom)