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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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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
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Whose and what social media complaints have happier resolutions? : evidence from Twitter
Gunarathne, Priyanga; Rui, Huaxia; Seidmann, Abraham - In: Journal of management information systems : JMIS 34 (2017) 2, pp. 314-340
Persistent link: https://www.econbiz.de/10011764483
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How effective complaint management affects customer retention : the case of group-buying site grouper.mk
Angelovska, Nina; Josimovski, Sasho; Pulevska … - In: Management : journal of contemporary management issues 27 (2022) 1, pp. 151-166
Persistent link: https://www.econbiz.de/10013502522
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No claim? : your gain: design of residual value extended warranties under risk aversion and strategic claim behavior
Gallego, Guillermo; Wang, Ruxian; Hu, Ming; Ward, Julie; … - In: Manufacturing & service operations management : M & SOM 17 (2015) 1, pp. 87-100
Persistent link: https://www.econbiz.de/10010497600
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The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Umashankar, Nita; Ward, Morgan K.; Dahl, Darren W. - In: Journal of marketing 81 (2017) 6, pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
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Ansätze für dynamische Modelle zur Prognose von Garantie- und Kulanzkosten in der Automobilindustrie
Hotz, Edgar - In: Journal of business economics : JBE 70 (2000) 3, pp. 309-324
Persistent link: https://www.econbiz.de/10001455046
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Garantiemanagement : Produkt-, Preis-, Service- und Zufriedenheitsgarantien im Privatkundengeschäft von Kreditinstituten
Sperl, Klaus-Ulrich - 2000
Persistent link: https://www.econbiz.de/10013427483
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Beschwerdefördernde Gestaltung von Online-Beschwerdemöglichkeiten
Gubelmann, Patrick; Adi, Daniel; Borean, Alessandro; … - 2007
Persistent link: https://www.econbiz.de/10003791538
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The role of the customer-seller relationship in the intention of the customer to complain : a study of Chinese restaurateurs
Cheng, Simone; Lam, Terry - In: International journal of hospitality management 27 (2008) 4, pp. 552-562
Persistent link: https://www.econbiz.de/10003860310