TY  - BOOK
AU  - Harvard Business Review.
TI  - Make hay from the unfair review
PY  - 2020///
KW  - Complaint management
KW  - Consumer behavior
KW  - Customer complaints
KW  - Empathy
KW  - Fairness
KW  - Negative reviews
KW  - Viral marketing
KW  - Word of mouth
N1  - Business
N2  - When consumers slam companies in ways that are obviously undeserved ("More like 'Mediocre Canyon,"' complained one unhappy visitor to Grand Canyon National Park), brand managers may try to suppress the review, publicly shame the reviewer, or even sue. A series of new studies suggests that by taking a different tack, they can turn such broadsides to their advantage.
ER  -