How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance
Year of publication: |
2024
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Authors: | Huang, Ran ; Ha, Sejin |
Published in: |
The service industries journal. - London : Frank Cass, ISSN 1743-9507, ZDB-ID 2067915-4. - Vol. 44.2024, 11/12, p. 789-812
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Subject: | advocate | bystander | C2C service interaction | complainant | service recovery | social media | Social Web | Social web | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Corporate Social Responsibility | Corporate social responsibility | Soziale Beziehungen | Social relations |
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