Question: With the evolving technology, consumers have aggressively shared their thoughts and experiences (satisfactory and unsatisfactory) about product and/ or service online. Such kind of information

With the evolving technology, consumers have

With the evolving technology, consumers have aggressively shared their thoughts and experiences (satisfactory and unsatisfactory) about product and/ or service online. Such kind of information sharing and exchange is better known as electronic Word-of-Mouth (eWOM). a) Imagine you are working for an online florist shop, which claimed to be No. 1 in the business, offers fresh flowers with same day free delivery service. During Valentine's Day, your shop failed to deliver the Valentine bouquets to the customers on time. Within a day, the company's social media page was flooded with waves of complaints lodged by angry customers. Suggest SIX (6) service recovery strategies to regain customer trust and loyalty. (18 marks) b) Critically discuss a theory that explain the formation of negative eWOM. Please support your answer with relevant justification and examples. (12 marks)

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