"Don't forget that others are watching, too!" : the effect of conversational human voice and reply length on observers' perception of complaint handling in social media
Ana Javornik & Raffaele Filieri & Ralph Gumann
| Year of publication: |
2020
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|---|---|
| Authors: | Javornik, Ana ; Filieri, Raffaele ; Gumann, Ralph |
| Published in: |
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation. - Thousand Oaks, CA : SAGE Publishing, ISSN 1094-9968, ZDB-ID 1424950-9. - Vol. 50.2020, p. 100-119
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| Subject: | Complaint handling | Conversational human voice | Reply length | Justice theory | Social media observers | Social Web | Social web | Beschwerdemanagement | Complaint management | Gerechtigkeit | Justice |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.intmar.2020.02.002 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012289424