Similar Search Results

Handling consumer messages on social networking sites : customer service or privacy infringement?

Demmers, Joris; Dolen, Willemijn M. van; Weltevreden, … - In: International journal of electronic commerce : IJEC 22 (2018) 1, pp. 8-35

Persistent link: https://www.econbiz.de/10011848488

Does active service intervention drive more complaints on social media? : the roles of service quality and awareness

Sun, Shujing; Gao, Yang; Rui, Huaxia - In: Journal of management information systems : JMIS 38 (2021) 3, pp. 579-611

Persistent link: https://www.econbiz.de/10012804160

Understanding the conceptualisation and strategies of service recovery processes in service organisations

Anwar, Sohail - In: International journal of services, economics and management 14 (2023) 2, pp. 175-197

Persistent link: https://www.econbiz.de/10014311637

The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)

Klaus, Philipp - In: The journal of services marketing 27 (2013) 6, pp. 443-457

Persistent link: https://www.econbiz.de/10010198163

Timeliness, transparency, and trust : a framework for managing online customer complaints

Stevens, Jennifer L.; Spaid, Brian I.; Breazeale, Michael; … - In: Business horizons 61 (2018) 3, pp. 375-384

Persistent link: https://www.econbiz.de/10011866294

The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders

Weitzl, Wolfgang; Hutzinger, Clemens - In: Journal of business research : JBR 80 (2017), pp. 164-175

Persistent link: https://www.econbiz.de/10011771479

Social media : where customers air their troubles : how to respond to them?

Valdimar Sigurdsson; Larsen, Nils Magne; Hulda Karen … - In: Journal of innovation & knowledge : JIK 6 (2021) 4, pp. 257-267

appropriate in the case of lost baggage were timeliness and type of initial response, communication modes, compensation type, and … heterogeneous preferences for communication modes and interaction types across segments. …

Persistent link: https://www.econbiz.de/10012692355

Co-creation of online service recoveries and its effects on complaint bystanders

Hutzinger, Clemens; Weitzl, Wolfgang - In: Journal of business research : JBR 130 (2021), pp. 525-538

Persistent link: https://www.econbiz.de/10012544868

Service encounter value and online engagement behaviors

Zhang, Tingting (Christina); Zhang, Pei; Lu, Lu - In: International journal of hospitality management 85 (2020), pp. 1-13

Persistent link: https://www.econbiz.de/10012241352

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