#IHateYourBrand: adaptive service recovery strategies on Twitter
Year of publication: |
2017
|
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Authors: | Abney, Alexandra K. ; Pelletier, Mark J. ; Ford, Toni-Rochelle S. ; Horky, Alisha Blakeney |
Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 31.2017, 3, p. 281-294
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Subject: | Service recovery | Social media | Twitter | Service failures | Adaptiveness | Social Web | Social web | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
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