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Dienstleistungsmanagement 2.0 : wie Web-2.0-Instrumente helfen, das Dienstleistungsmanagement zu verbessern
Fauser, Simon Georg - 2010 - 1. Aufl.
Persistent link: https://www.econbiz.de/10008652906
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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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Impact of social media on corporate reputation of banks in India : a customers' perspective
Mehta, Reena; Gupta-Bhattacharya, Nupur; Talwar, Shalini - In: Bank parikrama : a journal of banking & finance : … 43 (2018) 1/4, pp. 16-40
Persistent link: https://www.econbiz.de/10012023846
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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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#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.; Pelletier, Mark J.; Ford, … - In: The journal of services marketing 31 (2017) 3, pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
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"Actions speak louder than words" : an impact of service recovery antecedents on customer delight in quick-service restaurants
Agnihotri, Durgesh; Kulshreshtha, Kushagra; Tripathi, Vikas - In: Asia-Pacific journal of business administration 14 (2022) 4, pp. 421-444
Persistent link: https://www.econbiz.de/10013536877
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Understanding the conceptualisation and strategies of service recovery processes in service organisations
Anwar, Sohail - In: International journal of services, economics and management 14 (2023) 2, pp. 175-197
Persistent link: https://www.econbiz.de/10014311637
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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