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"Telekom hilft" : customer service in the social web
Bock, Andreas H. - In: Handbook of social media management : value chain and …, (pp. 443-454). 2013
Persistent link: https://www.econbiz.de/10009762857
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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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We are smarter than me : how to unleash the power of crowds in your business
Libert, Barry; Spector, Jon - 2008
Persistent link: https://www.econbiz.de/10003473146
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Mit Web 2.0 Kundenbeziehungen verbessern
Gora, Walter; Seifert, Sigurd - In: Informationsmanagement 2.0 : neue Geschäftsmodelle und …, (pp. 445-475). 2012
Persistent link: https://www.econbiz.de/10009408376
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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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New ways to leverage Web 2.0 : social media content for market intelligence and customer interaction
Baur, Aaron Wolfgang - 2016
Persistent link: https://www.econbiz.de/10011528133
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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