Timeliness, transparency, and trust : a framework for managing online customer complaints
Jennifer L. Stevens, Brian I. Spaid, Michael Breazeale, Carol L. Esmark Jones
| Year of publication: |
May-June 2018
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|---|---|
| Authors: | Stevens, Jennifer L. ; Spaid, Brian I. ; Breazeale, Michael ; Esmark Jones, Carol L. |
| Published in: |
Business horizons. - Amsterdam : Elsevier, ISSN 0007-6813, ZDB-ID 222663-7. - Vol. 61.2018, 3, p. 375-384
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| Subject: | Online complaints | Negative online reviews | Brand relationship | Customer service response | Brand transparency | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Virales Marketing | Viral marketing | Online-Handel | Online retailing | Kundenservice | Customer service | Vertrauen | Confidence | Social Web | Social web | Online-Marketing | Internet marketing | Markenimage | Brand image | Markenführung | Brand management | Electronic Commerce | E-commerce | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.bushor.2018.01.007 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011866294