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Service Recovery via Twitter : An Exploration of Responses to Consumer Complaints

Istanbulluoglu, Doga; Oz, Seda - 2023

The online response to customer complaints (i.e., service recovery) is a central feature of modern organizations’ customer-focused performance management systems. Motivated by the lack of descriptive information related to complaint handling that can be used in assessing managerial...

Persistent link: https://www.econbiz.de/10014344492

Consumer-to-consumer conflicts and brand moderation strategies during COVID-19 service failures : a framework for international marketers

Dineva, Denitsa; Breitsohl, Jan; Roschk, Holger; … - In: International marketing review 40 (2023) 5, pp. 1112-1133

Persistent link: https://www.econbiz.de/10014470109

Service recovery via Twitter : an exploration of responses to consumer complaints

Istanbulluoglu, Doga; Oz, Seda - In: Accounting perspectives : a journal of The Canadian … 22 (2023) 4, pp. 435-460

Persistent link: https://www.econbiz.de/10014450989

Framing your concerns right: an analysis of air passengers' complaints during two time periods

Sharma, Divya; Vimalkumar, M.; Gouda, Sirish Kumar; … - In: Journal of service theory and practice 33 (2023) 6, pp. 721-747

Persistent link: https://www.econbiz.de/10014447494

Emergence of social media as new normal during COVID-19 pandemic : a study on innovative complaint handling procedures in the context of banking industry

Agnihotri, Durgesh; Kulshreshtha, Kushagra; Tripathi, Vikas - In: International journal of innovation science 14 (2022) 3/4, pp. 405-427

Persistent link: https://www.econbiz.de/10013375150

Customer responses to service failures on social media

Varnali, Kaan; Cesmeci, Caner - In: The journal of services marketing 36 (2022) 5, pp. 691-709

Persistent link: https://www.econbiz.de/10013407589

How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance

Huang, Ran; Ha, Sejin - In: The service industries journal 44 (2024) 11/12, pp. 789-812

Persistent link: https://www.econbiz.de/10015050128

A service failure framework of hotels in Taiwan : adaptation of 7Ps marketing mix elements

Poh Theng Loo; Leung, Rosanna - In: Journal of vacation marketing : an international journal 24 (2018) 1, pp. 79-100

Persistent link: https://www.econbiz.de/10011876123

Effects of online commercial friendships on customer revenge following a service failure

Fu, Xiaorong; Pang, Jing; Gursoy, Dogan - In: Journal of business research : JBR 153 (2022), pp. 102-114

Persistent link: https://www.econbiz.de/10013533975

Social media marketing : the next generation of business engagement

Evans, Dave; McKee, Jake - 2010 - 1. ed

Persistent link: https://www.econbiz.de/10008738629

A service of the

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