Sociale media, word of mouth (e-wom), webcare.

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dc.contributor.advisorStassen, I.M.A.M.
dc.contributor.advisorPair, R.G. Le
dc.contributor.authorGeerlings, M.
dc.date.issued2014-07-07
dc.description.abstractThis study tries to examine the perceivable factors of neWOM and to what extend relations within and between neWOM and webcare can be observed. Previous studies showed that consensus influences WOM, and that new webcare strategies such as accommodative reactions and the use of human voice can have positive impacts on customers’ opinion forming. Based on a corpus of 3,059 tweets we tried to investigate relations and characteristics of neWOM within as well as between account features, text attributes, complaints, organization’s sectors and corresponding webcare strategies. Thereby, this study found and recorded several correlations between the investigated features and webcare, which supports its inventory approach.en_US
dc.embargo.lift10000-01-01
dc.identifier.urihttp://theses.ubn.ru.nl/handle/123456789/346
dc.language.isoenen_US
dc.thesis.facultyFaculteit der Letterenen_US
dc.thesis.specialisationBachelor Communicatie- en Informatiewetenschappenen_US
dc.thesis.studyprogrammeBachelor Communicatie- en Informatiewetenschappenen_US
dc.thesis.typeBacheloren_US
dc.titleSociale media, word of mouth (e-wom), webcare.en_US
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