Companies increasingly are providing customer service through social media, helping
customers on a real-time basis. Although some traditional call centers might prioritize …

In recent years, managing customer sentiment—particularly on social media—has become
crucial as more customers use social media to seek help from firms. Therefore, we strive to …

Firms are increasingly engaging with customers on social media. Despite this heightened
interest, guidance for effective engagement is lacking. In this study, we investigate …

Many brands try to manage customer complaints on social media, helping their customers
on a real-time basis. Inspired by this popular practice, in this study, we aim to understand …

Firms are increasingly turning to social media platforms for complaint handling. Previous
research and practitioners' reports highlight the benefits of complaint handling on social …

With the growing influence of online social media, firms increasingly take an active role in
interacting with consumers in social media. For many firms, their first step in online social …

Embodying a new gestalt in firm-customer communication, social media is a nascent yet
critical concern for researchers and practitioners alike. Organizations lack valid and reliable …

This paper provides the first large-scale evidence of business-to-customer racial bias (B2C
bias) on a digital platform, on which the perpetrators are individual employees who act on …

Managerial responses to online customer reviews not only affect customers who receive the
responses but may also influence subsequent customers who observe the responses. This …

Social media (SM) are transforming the ways in which customers communicate with firms
following service failures. While there is a positive side to this phenomenon, there is also a …