@inbook{4e35360e83264d458bbd9bcb37e5a5cd,
title = "Management responses to negative online customer reviews",
keywords = "Online Customer Reviews, Explanation, Compensation",
author = "Rico Piehler and Michael Schade and Ines Nee and Christoph Burmann",
year = "2017",
language = "English",
series = "ANZMAC Conference Proceedings",
publisher = "Australian and New Zealand Marketing Academy (ANZMAC)",
pages = "682",
editor = "Linda Robinson and Linda Brennan and Mike Reid",
booktitle = "ANZMAC 2017",
note = "Australian and New Zealand Marketing Academy Conference (2017) ; Conference date: 04-12-2017 Through 06-12-2017",
}