Grégoire, Yany; Salle, Audrey; Tripp, Thomas M. - In: Business Horizons 58 (2015) 2, pp. 173-182
Social media (SM) are transforming the ways in which customers communicate with firms following service failures. While there is a positive side to this phenomenon, there is also a negative side, which can lead to serious social media crises. In light of this duality, the current article...
