Service recovery via social media : the social influence effects of virtual presence
Year of publication: |
May 2016
|
---|---|
Authors: | Schaefers, Tobias ; Schamari, Julia |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 19.2016, 2, p. 192-208
|
Subject: | virtual presence | social presence | social influence theory | social media | service recovery | Social Web | Social web | Dienstleistungsqualität | Service quality | Soziale Beziehungen | Social relations | Beschwerdemanagement | Complaint management | Online-Marketing | Internet marketing | Beziehungsmarketing | Relationship marketing |
-
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu, (2022)
-
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu, (2023)
-
Generation Y's positive and negative eWOM : use of social media and mobile technology
Zhang, Tingting, (2017)
- More ...
-
Schamari, Julia, (2015)
-
Strategisches Social-Media-Measurement : Wege zur Effektivitäts- und Effizienzmessung
Schamari, Julia, (2012)
-
More of the same? : effects of volume and variety of social media brand engagement behavior
Schäfers, Tobias, (2021)
- More ...