Similar Search Results - EconBiz

Uncovering customer service experiences with Twitter : the case of airline industry

Misopoulos, Fotis; Mitic, Miljana; Kapoulas, Alexandros; … - In: Management decision : MD 52 (2014) 4, pp. 705-723

Persistent link: https://www.econbiz.de/10010386768

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

Exit, tweets, and loyalty

Gans, Joshua; Goldfarb, Avi; Lederman, Mara - 2017

Hirschman's Exit, Voice, and Loyalty highlights the role of “voice” when individuals confront an unexpected deterioration in quality. Yet, voice has received little attention. To motivate our empirical analysis, we develop a simple model of voice as the equilibrium of a relational contract...

Persistent link: https://www.econbiz.de/10011646339

Exit, tweets and loyalty

Gans, Joshua; Goldfarb, Avi; Lederman, Mara - 2017

Persistent link: https://www.econbiz.de/10011612639

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

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

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

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

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

"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

1
2
3
4
5
6
7
8
9
10
Next
Last

A service of the