First step in social media : measuring the influence of online management responses on customer satisfaction
Bin Gu; Qiang Ye
| Year of publication: |
2014
|
|---|---|
| Authors: | Gu, Bin ; Ye, Qiang |
| Published in: |
Production and operations management : an international journal of the Production and Operations Management Society. - Hoboken, NJ : Wiley-Blackwell, ISSN 1059-1478, ZDB-ID 1108460-1. - Vol. 23.2014, 4, p. 570-582
|
| Subject: | online social media | management response | service recovery | customer satisfaction | peer-induced fairness | Social Web | Social web | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Konsumentenverhalten | Consumer behaviour | Online-Marketing | Internet marketing | Beschwerdemanagement | Complaint management |
| Extent: | Ill., graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010364045