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Social Web
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13,173
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13,057
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2,946
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7
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He, Wu
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6
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6
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6
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5
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Lim, Weng Marc
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Lin, Xiaolin
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Journal of business research : JBR
127
Technological forecasting & social change : an international journal
73
Strategic Direction
61
Online Information Review
58
Journal of retailing and consumer services
55
Tourism management : research, policies, practice
49
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
43
Business horizons
39
Industrial marketing management : the international journal for industrial and high-tech firms
39
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
39
The journal of product & brand management
31
Corporate communications : an international journal
29
Journal of Hospitality and Tourism Technology
27
Corporate Communications: An International Journal
23
Journal of Consumer Marketing
23
International journal of contemporary hospitality management
22
European journal of marketing
21
Business Horizons
20
International journal of hospitality management
20
Journal of Product & Brand Management
19
Global Knowledge, Memory and Communication
18
Journal of Communication Management
18
International Journal of Contemporary Hospitality Management
17
Internet Policy Review
17
Journal of communication management : an international journal
17
The journal of brand management : an international journal
17
Journal of business ethics : JOBE
16
The journal of services marketing
16
European management journal
15
Human Resource Management International Digest
15
Marketing intelligence & planning
15
The journal of business & industrial marketing
15
Tourism management perspectives : TMP
15
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
14
Journal of the Academy of Marketing Science
14
Worldwide Hospitality and Tourism Themes
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European Journal of Marketing
13
Finance research letters
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Journal of electronic commerce research : JECR
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Tourism analysis : an interdisciplinary tourism & hospitality journal
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ECONIS (ZBW)
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Other ZBW resources
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EconStor
66
USB Cologne (EcoSocSci)
14
BASE
3
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1
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
Saved in:
2
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
Saved in:
3
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
Saved in:
4
Dynamics of customer interaction on social media platforms
Baumöl, Ulrike
;
Hollebeek, Linda
;
Jung, Reinhard
- In:
Electronic markets : the international journal on …
26
(
2016
)
3
,
pp. 199-202
Persistent link: https://www.econbiz.de/10011666792
Saved in:
5
Get them while they are young : social media and customer service at retail banks
Abras, Ana
;
Mattos, Guilherme G. C.
- In:
Journal of financial services research
59
(
2021
)
1/2
,
pp. 97-113
Persistent link: https://www.econbiz.de/10012488468
Saved in:
6
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
Saved in:
7
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
Saved in:
8
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
Saved in:
9
An exploration of logistics-related customer service provision on Twitter : the case of e-retailers
Bhattacharjya, Jyotirmoyee
;
Ellison, Adrian
;
Tripath, Sonali
- In:
International journal of physical distribution & …
46
(
2016
)
6/7
,
pp. 659-680
Persistent link: https://www.econbiz.de/10011589471
Saved in:
10
Service investment for online retailers with social medi : does it pay off?
Hou, Ruiqi
;
Koster, René de
;
Yu, Yugang
- In:
Transportation research / E : an international journal
118
(
2018
),
pp. 606-628
Persistent link: https://www.econbiz.de/10011928981
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