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Don't be so emotional! How tone of voice and service type affect the relationship between message valence and consumer responses to WOM in social media

Freya De Keyzer, Nathalie Dens, Patrick De Pelsmacker. Don't be so emotional! How tone of voice and service type affect the relationship between message valence and consumer responses to WOM in social media. Online Information Review, 41(7):905-920, 2017. [doi]

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