Similar Search Results

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

Impact of virtual reality immersion on customer experience : moderating effect of cross-sensory compensation and social interaction

Mou, Yupeng; Fan, Jiao; Ding, Zhihua; Khan, Inayat - In: Asia Pacific journal of marketing and logistics 36 (2024) 1, pp. 26-47

Persistent link: https://www.econbiz.de/10014486651

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

Customer participation in service innovation using SNS smartphone apps : an investigation of the Indian hotel service industry

Sarmah, Bijoylaxmi; Shukla, Yupal; Chatterjee, Ravi; … - In: International journal of emerging markets 18 (2023) 9, pp. 2971-2992

Persistent link: https://www.econbiz.de/10014451774

Do memorable restaurant experiences affect eWOM? : the moderating effect of consumers' behavioural engagement on social networking sites

Souki, Gustavo Quiroga; Oliveira, Alessandro Silva de; … - In: The TQM journal : the international review of … 35 (2023) 8, pp. 2255-2281

Persistent link: https://www.econbiz.de/10014457640

Tourists' satisfaction and sense of belonging in adopting responsible behaviors : the role of on-site and social media involvement in cultural tourism

Dini, Mauro; Curina, Ilaria; Francioni, Barbara; … - In: The TQM journal : the international review of … 35 (2023) 9, pp. 388-410

Persistent link: https://www.econbiz.de/10014460356

Determining influence of service quality on user identification, belongingness, and satisfaction on mobile social media : insight from emotional attachment perspective

Pang, Hua; Zhang, Kaige - In: Journal of retailing and consumer services 77 (2024), pp. 1-11

Persistent link: https://www.econbiz.de/10014462295

An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry

Majeed, Mohammed; Asare, Charles; Fatawu, Alhassan; … - In: Cogent business & management 9 (2022) 1, pp. 1-19

The purpose of this quantitative-deductive paper is to explore the link amongst customer satisfaction and engagement on … used to analyze the data using (PLS-SEM) method. The results show that customer satisfaction has a positive and significant … online environment and its linkages with satisfaction and repurchase intentions. Marketers should consider creating posts …

Persistent link: https://www.econbiz.de/10014420386

Do satisfied customers recommend restaurants? : the moderating effect of engagement on social networks on the relationship between satisfaction and eWOM

Chinelato, Flavia Braga; Oliveira, Alessandro Silva de; … - In: Asia Pacific journal of marketing and logistics 35 (2023) 11, pp. 2765-2784

Persistent link: https://www.econbiz.de/10014430284

COVID-19-based threat vs coping appraisal : effect of psychological risk on customer engagement and behavioral intentions

Rather, Raouf Ahmad; Parrey, Shakir Hussain; Gulzar, Rafia - In: Journal of hospitality and tourism insights 6 (2023) 5, pp. 2093-2114

Persistent link: https://www.econbiz.de/10014445929