Complaint de-escalation strategies on social media
Year of publication: |
2023
|
---|---|
Authors: | Herhausen, Dennis ; Grewal, Lauren ; Cummings, Krista Hill ; Roggeveen, Anne L. ; Ordenes, Francisco Villarroel ; Grewal, Dhruv |
Published in: |
Journal of marketing. - Thousand Oaks, CA : Sage Publishing, ISSN 1547-7185, ZDB-ID 2052318-X. - Vol. 87.2023, 2, p. 210-231
|
Subject: | de-escalation | digital service recovery | negative arousal | social media complaints | Social Web | Social web | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Online-Marketing | Internet marketing |
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