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The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)
Klaus, Philipp - In: The journal of services marketing 27 (2013) 6, pp. 443-457
Persistent link: https://www.econbiz.de/10010198163
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To tweet or not to tweet? : exploring the effectiveness of service recovery strategies using social media
Fan, Ying; Niu, Run Hong - In: International journal of operations & production … 36 (2016) 9, pp. 1014-1036
Persistent link: https://www.econbiz.de/10011566440
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Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens; Weitzl, Wolfgang - In: Journal of business research : JBR 130 (2021), pp. 525-538
Persistent link: https://www.econbiz.de/10012544868
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The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81
Persistent link: https://www.econbiz.de/10011949553
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Service recovery strategies using social media sites
Fan, Ying; Niu, Run H. - In: International journal of services and operations management 28 (2017) 4, pp. 540-563
Persistent link: https://www.econbiz.de/10011860881
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The impact and success of health-care-related social media usage- pre- and post-COVID analysis
Srivastava, Mallika; Raina, Madhur - In: International journal of pharmaceutical and healthcare … 16 (2022) 4, pp. 624-644
Persistent link: https://www.econbiz.de/10014336857
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Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; … - In: Manufacturing & service operations management : M & SOM 23 (2021) 4, pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
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Employee perceptions of service quality in a call centre
Ramseook-Munhurrun, Prabha; Naidoo, Perunjodi; … - In: Managing service quality : MSQ ; an international journal 19 (2009) 5, pp. 541-557
Persistent link: https://www.econbiz.de/10009525069
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Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.; Rod, Michel; Thirkell, Peter; … - In: The journal of services marketing 23 (2009) 5, pp. 338-350
Persistent link: https://www.econbiz.de/10009525730