Who is talking, who is listening? : service recovery through online customer-to-customer interactions
Yingzi Xu, Fen Crystal Yap and Kenneth F. Hyde
| Year of publication: |
2016
|
|---|---|
| Authors: | Xu, Yingzi ; Yap, Sheau-Fen ; Hyde, Kenneth F. |
| Published in: |
Marketing intelligence & planning. - Bingley : Emerald Group Publishing Limited, ISSN 0263-4503, ZDB-ID 83207-8. - Vol. 34.2016, 3, p. 421-443
|
| Subject: | Customer-dominant logic | Online community | C2C interactions | C2C service recovery | Customer complaining behaviour | Eword-of-mouth | Social Web | Social web | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Dienstleistungsmanagement | Service management | Virales Marketing | Viral marketing | Dienstleistungsmarketing | Services marketing | Online-Handel | Online retailing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/MIP-03-2015-0053 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011571115