Guo, Yujuan; Fan, Di; Zhang, Xiao - In: International Journal of Operations & Production Management 40 (2020) 5, pp. 575-601
Purpose: This study investigates the effects of using social media for customer service on firms' reputation building. In addition, this study explores the role of absorptive capacity, ISO (International Organization for Standardization) 9,000 implementation and periodic training for management...