1. 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. Issue 7 (13th November 2017) Authors: De Keyzer, Freya; Dens, Nathalie; De Pelsmacker, Patrick Journal: Online information review Issue: Volume 41:Issue 7(2017) Page Start: 905 Record Type: Journal Article View Content: Available online (eLD content is only available in our Reading Rooms) ↗