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Customer e-complaining behaviours using social media
Balaji, M. S.; Jha, Subhash; Stafford, Marla Royne - In: The service industries journal 35 (2015) 11/12, pp. 633-654
Persistent link: https://www.econbiz.de/10011401814
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How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance
Huang, Ran; Ha, Sejin - In: The service industries journal 44 (2024) 11/12, pp. 789-812
Persistent link: https://www.econbiz.de/10015050128
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Exploring interactive communication using social media
Zhang, Chrystal B.; Lin, Yi Hsin - In: The service industries journal 35 (2015) 11/12, pp. 670-693
Persistent link: https://www.econbiz.de/10011401815
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Social media strategy for online service brands
Mills, Adam J.; Plangger, Kirk - In: The service industries journal 35 (2015) 10, pp. 521-536
Persistent link: https://www.econbiz.de/10011333308
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Stakeholder engagement via social media : an analysis of third-party logistics companies
Denktaş-Şakar, Gül; Sürücü, Ebru - In: The service industries journal 40 (2020) 11/12, pp. 866-889
Persistent link: https://www.econbiz.de/10012260359
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Revisiting a model of customer engagement cycle : a systematic review
Hoang, Duc; Kousi, Sofia; Martinez, Luis F.; Kumar, Satish - In: The service industries journal 43 (2023) 9/10, pp. 579-617
Persistent link: https://www.econbiz.de/10014321614
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The value of social presence in mobile communications
Song, Ji Hee; Hollenbeck, Candice R. - In: The service industries journal 35 (2015) 11/12, pp. 611-632
Persistent link: https://www.econbiz.de/10011401720
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A novel framework for customer complaint management
Hsiao, Yu-Hsiang; Chen, Li-Fei; Choy, Yoon Leng; Su, … - In: The service industries journal 36 (2016) 13/14, pp. 675-698
Persistent link: https://www.econbiz.de/10011655409
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Explaining consumer complaining behaviour in double deviation scenarios : the banking services
Casado-Díaz, Ana B.; Nicolau-Gonzálbez, Juan L. - In: The service industries journal 29 (2009) 11/12, pp. 1659-1668
Persistent link: https://www.econbiz.de/10003928652
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Service recovery expectation model : from the perspectives of consumers
Lin, Wen-bao - In: The service industries journal 30 (2010) 5/6, pp. 873-889
Persistent link: https://www.econbiz.de/10003993297