Service recovery on stage : effects of social media recovery on virtually present others
Year of publication: |
2019
|
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Authors: | Hogreve, Jens ; Bilstein, Nicola ; Hörner, Kathrin Brigitte |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 22.2019, 4, p. 421-439
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Subject: | service recovery | transparency | virtually present others | social media | brand equity | Social Web | Social web | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Markenimage | Brand image |
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