"I'm here to help" : how companies' microblog responses to consumer problems influence brand perceptions
Year of publication: |
2012
|
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Authors: | Coyle, James R. ; Smith, Ted ; Platt, Glenn J. |
Published in: |
Journal of research in interactive marketing : interactive marketing and computer-mediated communication. - Bingley : Emerald, ISSN 2040-7122, ZDB-ID 2551662-0. - Vol. 6.2012, 1, p. 27-41
|
Subject: | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Web 2.0-Technologien | Web 2.0 technologies | Markenimage | Brand image | USA | United States |
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