1. Expressions of customer rumination in online posts and firm responses. (2025). Tran, Hai-Anh ; Strizhakova, Yuliya ; Nguyen, Bach.
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2. Guest editorial overview: “dark side of online communities”. (2025). Behl, Abhishek ; Zhang, Justin ; Gupta, Manish.
   In: Information Systems and e-Business Management.
   RePEc:spr:infsem:v:23:y:2025:i:1:d:10.1007_s10257-024-00671-5.

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3. Navigating the landscape of e-commerce: thematic clusters, intellectual turning points, and burst patterns in online reputation management. (2025). Martinez, Luis F ; Torres-Pruonosa, Jose ; Plaza-Navas, Miquel Angel ; Lopez-Lopez, David.
   In: Electronic Commerce Research.
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4. Embarrassed to observe: The effects of directive language in brand conversation. (2025). Andriuzzi, Andria ; Michel, Graldine.
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5. Communication accommodation for de-escalating consumer tensions in online brand communities. (2025). Dineva, Denitsa ; Daunt, Kate ; Bacile, Todd J.
   In: Journal of Business Research.
   RePEc:eee:jbrese:v:192:y:2025:i:c:s0148296325001043.

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6. Language Abstraction in Negative Online Customer Reviews: The Choice of Corporate Response Strategy and Voice. (2024). Feng, Wei ; Yan, Jinzhe.
   In: SAGE Open.
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7. Consumer perceived corporate social responsibility and electronic word of mouth in social media: mediating role of consumer–company identification and moderating role of user-generated content. (2024). Sharma, Rajesh.
   In: Journal of Financial Services Marketing.
   RePEc:pal:jofsma:v:29:y:2024:i:2:d:10.1057_s41264-023-00219-7.

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8. Consumer inoculation and gender in combating negative product reviews. (2024). Li, Yangchun ; Sun, Qingzhou ; Sheng, Fan.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:78:y:2024:i:c:s096969892300454x.

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9. Understanding the link between net promoter score and e-WOM behaviour on social media: The role of national culture. (2024). Abdelmoety, Ziad Hassan ; Eid, Riyad ; Daher, Maya Mostafa ; Agag, Gomaa ; Durrani, Baseer Ali.
   In: Journal of Business Research.
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10. Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust. (2024). Sakman, Ezgi ; Istanbulluoglu, Doga.
    In: European Management Journal.
    RePEc:eee:eurman:v:42:y:2024:i:1:p:11-22.

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11. Did you hear our brand is hated? The unexpected upside of hate-acknowledging advertising for polarizing brands. (2023). Monahan, Lisa ; Espinosa, Jennifer A ; Langenderfer, Jeff ; Ortinau, David J.
    In: Journal of Business Research.
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12. Trust in managerial response offsets negative review. (2023). Yhee, Yerin ; Kim, Jungkeun ; Koo, Chulmo.
    In: Annals of Tourism Research.
    RePEc:eee:anture:v:102:y:2023:i:c:s0160738323001147.

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13. When crowding‐in and when crowding‐out? The boundary conditions on the relationship between negative online reviews and online sales. (2022). Ma, Yongyuan ; Wang, Peng ; Shen, AO.
    In: Managerial and Decision Economics.
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14. Computer mediation vs. dialogic communication: How media affordances affect organization-public relationship building. (2022). Xu, Sifan ; Zhou, Alvin.
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15. Does one rotten apple always spoil the barrel? The role of perceptions of empowerment when consumers observe destructive others in online co-creation activities. (2022). Mai, Robert ; Schweitzer, Fiona.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:152:y:2022:i:c:p:436-446.

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16. Social media marketing strategy: definition, conceptualization, taxonomy, validation, and future agenda. (2021). Leonidou, Leonidas C ; Larimo, Jorma ; Li, Fangfang.
    In: Journal of the Academy of Marketing Science.
    RePEc:spr:joamsc:v:49:y:2021:i:1:d:10.1007_s11747-020-00733-3.

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17. Brand conversation: Linguistic practices on social media in the light of face-work theory. (2021). Andriuzzi, Andria ; Michel, Geraldine.
    In: Post-Print.
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18. Unfair customer reviews: Third-party perceptions and managerial responses. (2021). Ross, Mitchell ; Surachartkumtonkun, Jiraporn ; Grace, Debra.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:132:y:2021:i:c:p:631-640.

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19. Linguistic elements of conversational human voice in online brand communication: Manipulations and perceptions. (2021). Liebrecht, Christine ; Tsaousi, Christina ; van Hooijdonk, Charlotte.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:132:y:2021:i:c:p:124-135.

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20. Co-creation of online service recoveries and its effects on complaint bystanders. (2021). Weitzl, Wolfgang J ; Hutzinger, Clemens.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:130:y:2021:i:c:p:525-538.

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21. Brand and consumer engagement behaviors on Facebook brand pages: Lets have a (positive) conversation. (2021). Webster, Cynthia M ; Dhaoui, Chedia.
    In: International Journal of Research in Marketing.
    RePEc:eee:ijrema:v:38:y:2021:i:1:p:155-175.

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22. An Exploration of the Role of Service Recovery in Negative Electronic Word-of-Mouth Management. (2020). Yoo, Chul Woo.
    In: Information Systems Frontiers.
    RePEc:spr:infosf:v:22:y:2020:i:3:d:10.1007_s10796-018-9880-5.

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23. Consumer sentiments toward brands: the interaction effect between brand personality and sentiments on electronic word of mouth. (2020). Madero, Sergio ; Guerra, Eva ; Gonzalez, Beatriz ; Lopez, Alberto.
    In: Journal of Marketing Analytics.
    RePEc:pal:jmarka:v:8:y:2020:i:4:d:10.1057_s41270-020-00085-5.

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24. Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&Bs in China. (2020). Liu, Wenlong ; Ji, Rongrong ; Ryu, Kisang ; Nian, Chen.
    In: Sustainability.
    RePEc:gam:jsusta:v:12:y:2020:i:6:p:2285-:d:332629.

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25. How managerial responses to online reviews affect customer satisfaction: An empirical study based on additional reviews. (2020). Zhao, Yan ; Lin, Xiaolin ; Feng, Xiangnan ; Wen, Lingling.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:57:y:2020:i:c:s096969892030240x.

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26. Second-hand shopping and brand loyalty: The role of online collaborative redistribution platforms. (2020). Hallem, Yousra ; Taga, Nadia ; Abbes, Intissar.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:52:y:2020:i:c:s0969698919304564.

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27. Consumer Responses to Conflict-Management Strategies on Non-Profit Social Media Fan Pages. (2020). Megicks, Philip ; Breitsohl, Jan ; Dineva, Denitsa ; Garrod, Brian.
    In: Journal of Interactive Marketing.
    RePEc:eee:joinma:v:52:y:2020:i:c:p:118-136.

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28. “Dont Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers Perceptions of Complaint Handling in Social Media. (2020). Gumann, Ralph ; Filieri, Raffaele ; Javornik, Ana.
    In: Journal of Interactive Marketing.
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29. The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms. (2020). Ha, Sejin ; Huang, Ran.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:121:y:2020:i:c:p:616-627.

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30. Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing. (2020). Cai, Ruiying ; Lu, LU ; King, Ceridwyn.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:117:y:2020:i:c:p:99-111.

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31. Profiling (un-)committed online complainants: Their characteristics and post-webcare reactions. (2020). Weitzl, Wolfgang J ; Einwiller, Sabine A.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:117:y:2020:i:c:p:740-753.

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32. When pushing back is good: the effectiveness of brand responses to social media complaints. (2019). Schnittka, Oliver ; Johnen, Marius.
    In: Journal of the Academy of Marketing Science.
    RePEc:spr:joamsc:v:47:y:2019:i:5:d:10.1007_s11747-019-00661-x.

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33. Process control for monitoring customer engagement. (2019). Wang, Wei-Lin ; Collinger, Tom ; Malthouse, Edward C ; Calder, Bobby J.
    In: Journal of Marketing Analytics.
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34. Do Hotel Responses Matter?: A Comprehensive Perspective on Investigating Online Reviews. (2019). Liu, Wenlong ; Ji, Rongrong.
    In: Information Resources Management Journal (IRMJ).
    RePEc:igg:rmj000:v:32:y:2019:i:3:p:70-89.

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35. Seeing the wood for the trees: How machine learning can help firms in identifying relevant electronic word-of-mouth in social media. (2019). Araujo, Theo ; Bernritter, Stefan F ; van Noort, Guda.
    In: International Journal of Research in Marketing.
    RePEc:eee:ijrema:v:36:y:2019:i:3:p:492-508.

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36. Design of Review Systems - A Strategic Instrument to shape Online Review Behavior and Economic Outcomes. (2018). Zimmermann, Steffen ; Neumann, Jurgen ; Chen, Jianqing ; Gutt, Dominik ; Kundisch, Dennis.
    In: Working Papers Dissertations.
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37. The Corporate Reputation Reporting Framework (CRRF). (2018). Khan, Salman ; Digout, Jacques.
    In: Corporate Reputation Review.
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38. The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery. (2018). Bacile, Todd J ; Xu, Pei ; Wolter, Jeremy S ; Allen, Alexis M.
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    RePEc:eee:joinma:v:44:y:2018:i:c:p:60-81.

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39. Watch Your Tone: How a Brands Tone of Voice on Social Media Influences Consumer Responses. (2018). Senecal, Sylvain ; Barcelos, Renato Hubner ; Dantas, Danilo C.
    In: Journal of Interactive Marketing.
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40. Anxiety and Ephemeral Social Media Use in Negative eWOM Creation. (2018). Wakefield, Robin L.
    In: Journal of Interactive Marketing.
    RePEc:eee:joinma:v:41:y:2018:i:c:p:44-59.

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41. Does brand-consumer social sharing matter? A relational framework of customer engagement to brand-hosted social media. (2018). Tossan, Vesselina ; Simon, Franoise.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:85:y:2018:i:c:p:175-184.

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42. NPS and online WOM investigating the relationship between customers’ promoter scores and eWOM behavior. (2017). Raassens, N ; Haans, Hans.
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43. Is there Still a PR Problem Online? Exploring the Effects of Different Sources and Crisis Response Strategies in Online Crisis Communication Via Social Media. (2017). Kim, Young ; Park, Hyo Jung.
    In: Corporate Reputation Review.
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44. The signaling effect of management response in engaging customers: A study of the hotel industry. (2017). Peng, Ling ; Cui, Geng ; Li, Chunyu.
    In: Tourism Management.
    RePEc:eee:touman:v:62:y:2017:i:c:p:42-53.

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45. A multidisciplinary perspective of big data in management research. (2017). Wang, Xiaojun ; Amankwah-Amoah, Joseph ; Sheng, Jie.
    In: International Journal of Production Economics.
    RePEc:eee:proeco:v:191:y:2017:i:c:p:97-112.

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46. Consumer advocacy: Examining the feeling and doing following a failed service encounter. (2017). Jayasimha, K R ; Srivastava, Himanshu S.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:34:y:2017:i:c:p:201-208.

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47. The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders. (2017). Weitzl, Wolfgang ; Hutzinger, Clemens.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:80:y:2017:i:c:p:164-175.

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48. Understanding the effects of the presence of others in the service environment: A literature review. (2016). Albrecht, Kathrin.
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49. The effect of social media interactions on customer relationship management. (2016). Maecker, Olaf ; Becker, Jan U ; Barrot, Christian.
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50. Exploring the Legality of Consumer Anti-branding Activities in the Digital Age. (2016). Kucuk, Umit S.
    In: Journal of Business Ethics.
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51. Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern. (2016). Fung, Kevin Kam ; Bradley, Graham L ; Sparks, Beverley A.
    In: Tourism Management.
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52. Travel websites: Changing visits, evaluations and posts. (2016). de Hoog, Robert ; Bronner, Fred.
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53. Post ≠ Post: An Experimental Study on Corporate Brand Posts on Facebook. (2015). Kick, Markus.
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54. Social Media Research: A Narrative Review. (2015). Kick, Markus.
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55. Dimensions of Real and Virtual Consumer Experiences. (2015). Dziewanowska, Katarzyna.
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56. Does a Virtual Like Cause Actual Liking? How Following a Brands Facebook Updates Enhances Brand Evaluations and Purchase Intention. (2015). Kerkhof, Peter ; de Vries, Metten ; Beukeboom, Camiel J.
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57. Leaving the Home Turf: How Brands Can Use Webcare on Consumer-generated Platforms to Increase Positive Consumer Engagement. (2015). Schaefers, Tobias ; Schamari, Julia.
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58. Brand-related, Consumer to Consumer, Communication via Social Media. (2013). Kapoor, Payal S ; Jayasimha, K R ; Sadh, Ashish.
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59. Interactivity in Brand Web Sites: Cognitive, Affective, and Behavioral Responses Explained by Consumers Online Flow Experience. (2012). , Hilde ; van Noort, Guda ; van Reijmersdal, Eva A.
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1. Social Influence, Risk and Benefit Perceptions, and the Acceptability of Risky Energy Technologies: An Explanatory Model of Nuclear Power Versus Shale Gas. (2020). , Judith ; Schubert, Iljana ; Schweiger, Elisa.
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2. The impact of relational drivers on customer brand engagement and brand outcomes. (2020). Nyadzayo, Munyaradzi W ; Johnson, Lester W ; Leckie, Civilai.
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3. When retailers and manufacturers advertise together; examining the effect of co-operative advertising on ad reach and memorability. (2020). Faulkner, Margaret ; Cohen, Justin ; Romaniuk, Jenni ; Nguyen, Cathy.
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7. Does Deceptive Marketing Pay? The Evolution of Consumer Sentiment Surrounding a Pseudo-Product-Harm Crisis. (2019). Song, Reo ; Jang, Sungha ; Kim, HO ; Lee, Gene Moo.
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10. When one bad apple spoils consumers’ judgment of the brand: exposure to an employee’s non-workplace transgression and potential remedies. (2018). Folkes, Valerie S ; Wang, Juan ; Johnson, Allison R.
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12. Are two brands better than one? Investigating the effects of co-branding in advertising on audience memory. (2018). Faulkner, Margaret ; Cohen, Justin ; Romaniuk, Jenni ; Nguyen, Cathy.
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17. Negative word of mouth can be a positive for consumers connected to the brand. (2017). Brady, Michael K ; Giebelhausen, Michael D ; Wilson, Andrew E.
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18. Well Known or Well Liked? The Effects of Corporate Reputation on Firm Value at the Onset of a Corporate Crisis. (2017). Chen, Haipeng (Allan) ; Ouyang, Zhe ; Wei, Jiuchang.
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19. Advertising and Quality-Dependent Word-of-Mouth in a Contagion Sales Model. (2016). Kort, Peter ; Feichtinger, Gustav ; Hartl, Richard F ; el Ouardighi, Fouad ; Grass, Dieter.
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21. The Effects of Age and Expertise on Product Evaluations: Does the Type of Information Matter?. (2016). Wang, Jing ; Cole, Catherine A.
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22. A Qualitative Exploratory Investigation on the Purchase Intention of Consumers Affected by Long-term Negative Advertising: A Case from the Chinese Milk Sector. (2016). Cui, Yubao ; Liu, Yinghua ; Zhang, Xuehe ; Woock, Patrick ; Cacciolatti, Luca.
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23. The profit impact of revenue heterogeneity and assortativity in the presence of negative word-of-mouth. (2016). Nejad, Mohammad G ; Amini, Mehdi ; Sherrell, Daniel L.
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24. You decide, we donate: Strengthening consumer–brand relationships through digitally co-created social responsibility. (2016). Heath, Timothy B ; Kull, Alexander J.
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25. Social Media Research: A Narrative Review. (2015). Kick, Markus.
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26. Consumer Response to Negative Media Information About Certified Organic Food Products. (2015). Gaus, Hansjorg ; Muller, Christoph.
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27. The Influence of the Country-of-Origin Ecological Image on Ecolabelled Product Evaluation: An Experimental Approach to the Case of the European Ecolabel. (2015). Dekhili, Sihem ; Achabou, Mohamed .
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28. Do I Follow My Friends or the Crowd? Information Cascades in Online Movie Ratings. (2015). Lee, Young-Jin ; Tan, Yong ; Hosanagar, Kartik.
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29. Does familiarity breed stability? The role of familiarity in moderating the effects of new information on reputation judgments. (2015). Mariconda, Simone ; Lurati, Francesco.
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30. THE IMPACT OF SIGNIFICANT NEGATIVE NEWS ON CONSUMER BEHAVIOR TOWARDS FAVORITE BRANDS. (2014). Hinnenkamp, Craig ; Sago, Brad.
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31. Improving the Effect of Guarantees: The Role of a Retailers Reputation. (2014). Goodstein, Ronald C ; Grewal, Dhruv ; Roggeveen, Anne L.
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32. Do consumers still believe what is said in online product reviews? A persuasion knowledge approach. (2013). Bambauer-Sachse, Silke ; Mangold, Sabrina.
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33. Factors moderating the impact of word of mouth for TV and film broadcasts. (2013). Romaniuk, Jenni ; Nguyen, Cathy.
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34. La vengeance du consommateur insatisfait sur Internet et leffet sur les attitudes des autres consommateurs. (2013). Passos, Gisele .
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35. Measuring the impact of critical incidents on brand personality. (2012). Tischer, Sven.
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36. Brand equity – how is it affected by critical incidents and what moderates the effect. (2012). Tischer, Sven ; Hildebrandt, Lutz.
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37. Quelles dimensions de la théorie de la justice privilégier pour satisfaire les réclamants : le rôle de la qualité de la relation?. (2012). Sabadie, William ; Meyer-Waarden, Lars.
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38. Complaint Management: Which efforts to satisfy the complainers: the role of relationship quality?. (2012). Sabadie, William ; Meyer-Waarden, Lars.
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39. Balance and Sequence in Online Reviews: How Perceived Usefulness Affects Attitudes and Intentions. (2012). de Pelsmacker, Patrick ; Dens, Nathalie ; Purnawirawan, Nathalia.
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40. Online Damage Control: The Effects of Proactive Versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms. (2012). Willemsen, Lotte M ; van Noort, Guda.
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41. Understanding Responses to Contradictory Information About Products. (2011). LI, SHIBO ; Zhang, Wei ; Kalra, Ajay.
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42. A Dynamic Model of the Effect of Online Communications on Firm Sales. (2011). Rutz, Oliver J. ; McAlister, Leigh ; Sonnier, Garrett P..
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43. Organizations Behaving Badly: When Are Discreditable Actions Likely to Damage Organizational Reputation?. (2010). Fischer, Eileen ; Reuber, A..
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44. Weathering product-harm crises. (2008). Cleeren, Kathleen ; Dekimpe, M. G. ; Helsen, K..
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45. Strategies to offset performance failures: The role of brand equity. (2008). Roehm, Michelle L ; Brady, Michael K ; Cronin, Joseph J ; Fox, Gavin L.
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46. Measuring the impact of positive and negative word of mouth on brand purchase probability. (2008). Lomax, Wendy ; East, Robert ; Hammond, Kathy.
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47. The Good, the Bad, and the Unfamiliar: The Challenges of Reputation Formation Facing New Firms. (2007). Reuber, Rebecca ; Fischer, Eileen.
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48. Dont rest on your laurels: Reputational change and young technology-based ventures. (2007). Reuber, Rebecca A. ; Fischer, Eileen.
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49. “I love it” or “I hate it”? The positivity effect in stated preferences for agent evaluation. (2006). Mukherjee, Ashesh ; Mukhopadhyay, Anirban ; Gershoff, Andrew .
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50. The impact of relational drivers on customer brand engagement and brand outcomes. (). Nyadzayo, Munyaradzi W ; Johnson, Lester W ; Leckie, Civilai.
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