How does apology matter? Responding to negative customer reviews on online-to-offline platforms

He Wan, Maggie Qiuzhu Mei, Jie Yan, Jie Xiong, Le Wang 0006. How does apology matter? Responding to negative customer reviews on online-to-offline platforms. Electronic Commerce Research and Applications, 61:101291, September 2023. [doi]

@article{WanMYXW23,
  title = {How does apology matter? Responding to negative customer reviews on online-to-offline platforms},
  author = {He Wan and Maggie Qiuzhu Mei and Jie Yan and Jie Xiong and Le Wang 0006},
  year = {2023},
  month = {September},
  doi = {10.1016/j.elerap.2023.101291},
  url = {https://doi.org/10.1016/j.elerap.2023.101291},
  researchr = {https://researchr.org/publication/WanMYXW23},
  cites = {0},
  citedby = {0},
  journal = {Electronic Commerce Research and Applications},
  volume = {61},
  pages = {101291},
}