Online research reports 2,4 billion of daily conversations online, that involve a brand (Thelwall & Kousha, 2015), and those comments take place whatever the brand are agree or disagree. The online post between consumers is known as the Word of Mouth electronic (eWOM). EWOM was defined by Henning-Thurau, T., Gwinner, K., Walsh, G. and Gremler, […]