To tweet or not to tweet? : exploring the effectiveness of service recovery strategies using social media
Ying Fan (Department of Business Analysis, University of Colorado Colorado Springs, Colorado Springs, Colorado, USA) and Run Hong Niu (Department of Business, Webster University, St Louis, Missouri, USA)
| Year of publication: |
2016
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| Authors: | Fan, Ying ; Niu, Run Hong |
| Published in: |
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA. - Bingley : Emerald, ISSN 0144-3577, ZDB-ID 762449-9. - Vol. 36.2016, 9, p. 1014-1036
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| Subject: | Service | Service quality | Qualitative analysis | Service operations | Service recovery strategies | Social media | Dienstleistungsqualität | Social Web | Social web | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Online-Marketing | Internet marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJOPM-10-2013-0461 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011566440