Managing social media recovery : the important role of service recovery transparency in retaining customers
Andreawan Honora, Wen-Hai Chih, Kai-Yu Wang
| Year of publication: |
2022
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|---|---|
| Authors: | Honora, Andreawan ; Chih, Wen-Hai ; Wang, Kai-Yu |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 64.2022, p. 1-11
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| Subject: | Apology | Customer forgiveness | Explanation | Service recovery transparency | Social media | Social Web | Social web | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2021.102814 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013209548