Purpose – The purpose of this paper is to study the impact of customer care experiences voiced online on consumer choice of brand or company when purchasing products and services by including the level of usage of these sites, and consumer opinions about whether or not their comments would...

As a great challenge in communications, social media are widely accepted among the general population. Being very flexible and adaptable, they offer an opportunity of active participation to users, thus representing a public forum. This study presents the results of social media acceptance in...