Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Shujing Sun, Yang Gao, and Huaxia Rui
| Year of publication: |
2021
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| Authors: | Sun, Shujing ; Gao, Yang ; Rui, Huaxia |
| Published in: |
Journal of management information systems : JMIS. - Abingdon, Oxon : Routledge, Taylor & Francis, ISSN 1557-928X, ZDB-ID 2033010-8. - Vol. 38.2021, 3, p. 579-611
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| Subject: | awareness enhancement | chronic complainer | complaint management | customer service | Social media | Twitter | Social Web | Social web | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/07421222.2021.1958548 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012804160