... A database of 2,721 negative employee reviews from Glassdoor.com was analysed using opinion mining, semi-supervised machine learning techniques and regression analysis. Findings The analysis of employee-generated content identified ten key drivers of negative word-of-mouth. These drivers were further...

...Lloyd C. Harris; Emmanuel Ogbonna Purpose The aim of this article is to supply grounded empirical insights into the forms of negative word‐of‐mouth by front‐line, customer contact employees. Design/methodology/approach The article adopts a qualitative approach through interviews with 54 front...