The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Anna S. Mattila; Luisa Andreau; Lydia Hanks; Ellen E. Kim
| Year of publication: |
2013
|
|---|---|
| Authors: | Mattila, Anna S. ; Andreau, Luisa ; Hanks, Lydia ; Kim, Ellen E. |
| Published in: |
International journal of retail & distribution management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-0552, ZDB-ID 1026884-4. - Vol. 41.2013, 1, p. 45-60
|
| Subject: | Customer complaining behaviour | Cyberostracism | Service failures | Failure severity | Customer services quality | Complaints | USA (Nordoststaaten) | USA (Northeast States) | Beschwerdemanagement | Complaint management | Electronic Commerce | E-commerce | Kundenservice | Customer service | E-Mail | E-mail | Dienstleistungsqualität | Service quality |
| 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/10009711832