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When review verification does more harm than good: How certified reviews determine customer–brand relationship qualityJournal of Business Research, 2023, 160, pp.113756. ⟨10.1016/j.jbusres.2023.113756⟩ |
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Public complaining: A blessing in disguise? Educational calling as a benevolent process that gives consumers voice on brands’ social mediaJournal of Business Research, 2022, 150, pp.476-490. ⟨10.1016/j.jbusres.2022.05.084⟩ |
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Public complaining: A blessing in disguise? Educational calling as a benevolent process that gives consumers voice on brands’ social mediaJournal of Business Research, 2022, 150, pp.476-490. ⟨10.1016/j.jbusres.2022.05.084⟩ |
Public complaints: The influence of the context of simple and double deviation on customers’ motivationsEMAC conference, May 2020, Budapest, Hungary |
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Réclamations publiques : Contribution à l’étude des motivations des clients et des stratégies d’incitation au changement d’avisGestion et management. Université Jean Moulin Lyon 3, 2020. Français. ⟨NNT : 2020LYSE3065⟩ |