Exploring customer concerns on service quality under the COVID-19 crisis : a social media analytics study from the retail industry
Xinwei Li, Mao Xu, Wenjuan Zeng, Ying Kei Tse, Hing Kai Chan
| Year of publication: |
2023
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|---|---|
| Authors: | Li, Xinwei ; Xu, Mao ; Zeng, Wenjuan ; Tse, Ying Kei ; Chan, Hing Kai |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 70.2023, p. 1-15
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| Subject: | Text-mining | Crisis management | Supermarket retailers | Social media crisis communication | Service quality | Social Web | Social web | Dienstleistungsqualität | Krisenmanagement | Einzelhandel | Retail trade | Coronavirus | Lebensmitteleinzelhandel | Food retailing | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2022.103157 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014239860