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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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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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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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Who is talking, who is listening? : service recovery through online customer-to-customer interactions
Xu, Yingzi; Yap, Sheau-Fen; Hyde, Kenneth F. - In: Marketing intelligence & planning 34 (2016) 3, pp. 421-443
Persistent link: https://www.econbiz.de/10011571115
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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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"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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Do memorable restaurant experiences affect eWOM? : the moderating effect of consumers' behavioural engagement on social networking sites
Souki, Gustavo Quiroga; Oliveira, Alessandro Silva de; … - In: The TQM journal : the international review of … 35 (2023) 8, pp. 2255-2281
Persistent link: https://www.econbiz.de/10014457640
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Brand Personalities im digitalen Raum : Einflüsse und Potenziale von Menschen und Marken auf Facebook
Olwig, Mona - In: Marke und digitale Medien : der Wandel des …, (pp. 435-453). 2014
Persistent link: https://www.econbiz.de/10010424238
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Customer-to-noncustomer interactions : extending the "social" dimension of the store environment
Sands, Sean; Harper, Elly; Ferraro, Carla - In: Journal of retailing and consumer services 18 (2011) 5, pp. 438-447
Persistent link: https://www.econbiz.de/10009300062
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Insights into user engagement on social media : indings from two fashion retailers
Bonilla Quijada, María del Rocío; Olmo, José Luis del; … - In: Electronic markets : EM ; the international journal of … 31 (2021) 1, pp. 125-137
Persistent link: https://www.econbiz.de/10012547985