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How do online shops rebuild trust on consumer‐generated review sites after customers accuse them of misbehaving? Theories suggest that the effectiveness of responses depends on the type of accusation, yet online research indicates that apologies are superior to denials regardless of the type of accusation. We argue that customers are suspicious about online sellers, making denials implausible and...
Set the date range to filter the displayed results. You can set a starting date, ending date or both. You can enter the dates manually or choose them from the calendar.