Wu, Jintao; Chen, Junsong; Chen, Honghui; Dou, Wenyu; … - In: Journal of Service Theory and Practice 29 (2019) 5/6, pp. 691-707
Purpose: The purpose of this paper is to investigate how nonprofit service providers can better engage their customers through online communication. It identifies two communication styles and three communication functions, and examines their impact on customer commenting, customer liking and...