Narrow search
Showing 11 - 20 of 54,135
Cover Image
Generation Y's positive and negative eWOM : use of social media and mobile technology
Zhang, Tingting; Omran, Behzad Abound; Cobanoglu, Cihan - In: International journal of contemporary hospitality management 29 (2017) 2, pp. 732-761
Persistent link: https://www.econbiz.de/10011687713
Cover Image
When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius; Schnittka, Oliver - In: Journal of the Academy of Marketing Science 47 (2019) 5, pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
Cover Image
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
Cover Image
Service recovery strategies using social media sites
Fan, Ying; Niu, Run H. - In: International journal of services and operations management 28 (2017) 4, pp. 540-563
Persistent link: https://www.econbiz.de/10011860881
Cover Image
Timeliness, transparency, and trust : a framework for managing online customer complaints
Stevens, Jennifer L.; Spaid, Brian I.; Breazeale, Michael; … - In: Business horizons 61 (2018) 3, pp. 375-384
Persistent link: https://www.econbiz.de/10011866294
Cover Image
Public complaining : a blessing in disguise? : educational calling as a benevolent process that gives consumers voice on brands’ social media
Siret, Iris; Sabadie, William - In: Journal of business research : JBR 150 (2022), pp. 476-490
Persistent link: https://www.econbiz.de/10013365746
Cover Image
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu; Grégoire, Yany; Carrillat, François A. - In: Journal of interactive marketing 58 (2023) 1, pp. 34-51
Persistent link: https://www.econbiz.de/10014228864
Cover Image
Complaint de-escalation strategies on social media
Herhausen, Dennis; Grewal, Lauren; Cummings, Krista Hill; … - In: Journal of marketing 87 (2023) 2, pp. 210-231
Persistent link: https://www.econbiz.de/10014245084
Cover Image
Successful complaint handling on social media predicts increased repurchase intention : the roles of trust in company and propensity to trust
Istanbulluoglu, Doga; Sakman, Ezgi - In: European management journal 42 (2024) 1, pp. 11-22
Persistent link: https://www.econbiz.de/10015052237
Cover Image
Complaint management on social networking platforms : an examination of inconsistent complaint behaviour and the identification of potential reduction strategies
Bruhn, Manfred; Papen, Marie-Christin; Zingg, Dominique - In: Marketing : ZFP ; journal of research and management 37 (2015) 4, pp. 201-206
Persistent link: https://www.econbiz.de/10011561018