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When social media delivers customer service : differential customer treatment in the airline industry
Gunarathne, Priyanga; Rui, Huaxia; Seidmann, Abraham - In: Management information systems : mis quarterly 42 (2018) 2, pp. 489-520
Persistent link: https://www.econbiz.de/10011878404
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Toward zero faults in passenger flights : a proposed framework
Barkai, Ofer; Harison, Elad - In: Review of business information systems 17 (2013) 3, pp. 109-116
Persistent link: https://www.econbiz.de/10009792575
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Whose and what social media complaints have happier resolutions? : evidence from Twitter
Gunarathne, Priyanga; Rui, Huaxia; Seidmann, Abraham - In: Journal of management information systems : JMIS 34 (2017) 2, pp. 314-340
Persistent link: https://www.econbiz.de/10011764483
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Complaint management on social networking platforms : an examination of inconsistent complaint behaviour and the identification of potential reduction strategies
Bruhn, Manfred; Papen, Marie-Christin; Zingg, Dominique - In: Marketing : ZFP ; journal of research and management 37 (2015) 4, pp. 201-206
Persistent link: https://www.econbiz.de/10011561018
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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
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Exploring airline Companies' engagement with their passengers through social network : an investigation from their Facebook pages
Poh Theng Loo - In: Tourism management perspectives : TMP 34 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012238185
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Identification of opinion trends using sentiment analysis of airlines passengers' reviews
Farzadnia, Siavash; Vanani, Iman Raeesi - In: Journal of air transport management 103 (2022), pp. 1-12
Persistent link: https://www.econbiz.de/10013364304
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When your best customers become your worst enemies : does time really heal all wounds?
Grégoire, Yany; Tripp, Thomas M.; Legoux, Renaud - In: GfK marketing intelligence review : Marketingforschung … 3 (2011) 1, pp. 26-35
Persistent link: https://www.econbiz.de/10009007733
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Social media marketing
Cader, Yoosuf; Al Tenaiji, Afraa Abdulla - In: International journal of social entrepreneurship and … 2 (2013) 6, pp. 546-560
Persistent link: https://www.econbiz.de/10010394141
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First step in social media : measuring the influence of online management responses on customer satisfaction
Gu, Bin; Ye, Qiang - In: Production and operations management : an international … 23 (2014) 4, pp. 570-582
Persistent link: https://www.econbiz.de/10010364045