Lee, Ju-Yeon; Sridhar, Shrihari; Yan, Shuai; Bosukonda, … - 2023
While ubiquitous digital access has positively transformed the world in many ways, firms are also concerned about digital attacks from a small portion of customers, such as scammers, review bombers, and trolls. Without an overarching strategy to address digital customer misconduct, firms may...