Setting the right tone: How the interplay of response style and user goals influences the effectiveness of handling consumer criticism in social media

Marius  Johnen; Oliver Schnittka

Setting the right tone: How the interplay of response style and user goals influences the effectiveness of handling consumer criticism in social media

Department of Sociology, Environmental and Business Economics

University of Hamburg

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

Original language	English
Title of host publication	Innovation & Sustainability in Marketing : Proceedings of the Summer AMA Conference
Editors	Kelly L Haws, Mark B Houston, Charles H Noble
Number of pages	2
Publisher	American Marketing Association
Publication date	2017
Pages	F-6-F-7
ISBN (Electronic)	0-87757-366-2
Publication status	Published - 2017
Event	Annual Conference of the American Marketing Association 2017 - Las Vegas, United States Duration: 11. Sept 2017 → 13. Sept 2017

Conference

Conference	Annual Conference of the American Marketing Association 2017
Country/Territory	United States
City	Las Vegas
Period	11/09/2017 → 13/09/2017

Bibliographical note

Proceedings distributed to participants and may be available upon request at www.ama.org.

Cite this

Johnen, M., & Schnittka, O. (2017). Setting the right tone: How the interplay of response style and user goals influences the effectiveness of handling consumer criticism in social media. In K. L. Haws, M. B. Houston, & C. H. Noble (Eds.), Innovation & Sustainability in Marketing: Proceedings of the Summer AMA Conference (pp. F-6-F-7). American Marketing Association.

Johnen, Marius ; Schnittka, Oliver. / Setting the right tone : How the interplay of response style and user goals influences the effectiveness of handling consumer criticism in social media. Innovation & Sustainability in Marketing: Proceedings of the Summer AMA Conference. editor / Kelly L Haws ; Mark B Houston ; Charles H Noble. American Marketing Association, 2017. pp. F-6-F-7

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title = "Setting the right tone: How the interplay of response style and user goals influences the effectiveness of handling consumer criticism in social media",

author = "Marius Johnen and Oliver Schnittka",

note = "Proceedings distributed to participants and may be available upon request at www.ama.org.; Annual Conference of the American Marketing Association 2017, AMA ; Conference date: 11-09-2017 Through 13-09-2017",

year = "2017",

language = "English",

pages = "F--6--F--7",

editor = "Haws, {Kelly L} and Houston, {Mark B} and Noble, {Charles H}",

booktitle = "Innovation & Sustainability in Marketing",

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Johnen, M & Schnittka, O 2017, Setting the right tone: How the interplay of response style and user goals influences the effectiveness of handling consumer criticism in social media. in KL Haws, MB Houston & CH Noble (eds), Innovation & Sustainability in Marketing: Proceedings of the Summer AMA Conference. American Marketing Association, pp. F-6-F-7, Annual Conference of the American Marketing Association 2017, Las Vegas, Nevada, United States, 11/09/2017.

Setting the right tone: How the interplay of response style and user goals influences the effectiveness of handling consumer criticism in social media. / Johnen, Marius ; Schnittka, Oliver.
Innovation & Sustainability in Marketing: Proceedings of the Summer AMA Conference. ed. / Kelly L Haws; Mark B Houston; Charles H Noble. American Marketing Association, 2017. p. F-6-F-7.

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

TY - GEN

T1 - Setting the right tone

T2 - Annual Conference of the American Marketing Association 2017

AU - Johnen, Marius

AU - Schnittka, Oliver

N1 - Proceedings distributed to participants and may be available upon request at www.ama.org.

PY - 2017

Y1 - 2017

M3 - Article in proceedings

SP - F-6-F-7

BT - Innovation & Sustainability in Marketing

A2 - Haws, Kelly L

A2 - Houston, Mark B

A2 - Noble, Charles H

PB - American Marketing Association

Y2 - 11 September 2017 through 13 September 2017

ER -