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Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing; Gao, Yang; Rui, Huaxia - In: Journal of management information systems : JMIS 38 (2021) 3, pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
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When social media delivers customer service : differential customer treatment in the airline industry
Gunarathne, Priyanga; Rui, Huaxia; Seidmann, Abraham - In: Management information systems : mis quarterly 42 (2018) 2, pp. 489-520
Persistent link: https://www.econbiz.de/10011878404
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Handling consumer messages on social networking sites : customer service or privacy infringement?
Demmers, Joris; Dolen, Willemijn M. van; Weltevreden, … - In: International journal of electronic commerce : IJEC 22 (2018) 1, pp. 8-35
Persistent link: https://www.econbiz.de/10011848488
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The power of identity cues in text-based customer service : evidence from Twitter
Gao, Yang; Rui, Huaxia; Sun, Shujing - In: MIS quarterly 47 (2023) 3, pp. 983-1014
Persistent link: https://www.econbiz.de/10014422566
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Healthcare services with social customer relationship management enabled
Fakhrus Syazwan Salleh; Muhammad Anshari; Mohammad … - In: Customer relationship management : methods, …, (pp. 263-283). 2024
Persistent link: https://www.econbiz.de/10015072685
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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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Customers' expectations for next generation internet banking
Seetharaman, Arumugam; Singhal, Saurabh; Galdhar, Pankaj; … - In: Journal of information & knowledge management : JIKM 15 (2016) 1, pp. 1-28
Persistent link: https://www.econbiz.de/10011566565
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How customer participation in B2B peer-to-peer problem-solving communities influences the need for traditional customer service
Bone, Sterling A.; Fombelle, Paul W.; Ray, Kristal R.; … - In: Journal of service research : JSR 18 (2015) 1, pp. 23-38
Persistent link: https://www.econbiz.de/10010483441
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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