Exploring customer concerns on service quality under the COVID-19 crisis : a social media analytics study from the retail industry
Year of publication: |
2023
|
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Authors: | Li, Xinwei ; Xu, Mao ; Zeng, Wenjuan ; Tse, Ying Kei ; Chan, Hing Kai |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 70.2023, p. 1-15
|
Subject: | Text-mining | Crisis management | Supermarket retailers | Social media crisis communication | Service quality | Social Web | Social web | Dienstleistungsqualität | Einzelhandel | Retail trade | Krisenmanagement | Coronavirus | Beziehungsmarketing | Relationship marketing | Lebensmitteleinzelhandel | Food retailing |
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