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The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery

Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81

Persistent link: https://www.econbiz.de/10011949553

Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions

Wolter, Jeremy S.; Bock, Dora; Mackey, Jeremy; Xu, Pei; … - In: Journal of the Academy of Marketing Science 47 (2019) 5, pp. 815-836

Persistent link: https://www.econbiz.de/10012107325

Measuring service quality with text analytics : considering both importance and performance of consumer opinions on social and non-social online platforms

Lu, Lin; Xu, Pei; Wang, Yen-Yao; Wang, Yu - In: Journal of business research : JBR 169 (2023), pp. 1-12

Persistent link: https://www.econbiz.de/10014468560

Measuring Service Quality with Text Analytics : Considering Both Importance and Performance of Consumer Opinions on Social and Non-Social Online Platforms

Lu, Lin; Wang, Yen-Yao; Wang, Yu; Xu, Pei - 2022

Online word-of-mouth (WOM) has attracted considerable attention from researchers due to its abundant information on customer perceptions that drive product and service improvement. This study develops a novel weighted service quality (WSQ) metric derived from online customer opinions, leveraging...

Persistent link: https://www.econbiz.de/10014082559