The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Year of publication: |
November 2018
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Authors: | Bacile, Todd J. ; Wolter, Jeremy S. ; Allen, Alexis M. ; Xu, Pei |
Published in: |
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation. - Thousand Oaks, CA : SAGE Publishing, ISSN 1094-9968, ZDB-ID 1424950-9. - Vol. 44.2018, p. 60-81
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Subject: | Service recovery | Consumer-to-consumer interactional justice | Perceptions of justice | Online incivility | Fairness theory | Customer misbehavior | Complaint handling | Service management | Social media customer service | Beschwerdemanagement | Complaint management | Social Web | Social web | Gerechtigkeit | Justice | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour | Online-Marketing | Internet marketing | Dienstleistungsmanagement | Arbeitsverhalten | Work behaviour |
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