[HTML][HTML] Managerial response strategies to eWOM: A framework and research agenda for webcare
Managers increasingly address client feedback online, a practice known as webcare. Based
on a systematic literature review on webcare, we provide a framework that aims to identify …
on a systematic literature review on webcare, we provide a framework that aims to identify …
[图书][B] Public service logic: Creating value for public service users, citizens, and society through public service delivery
S Osborne - 2020 - taylorfrancis.com
This book is based upon and extends the theoretical and empirical work of the author over
the last decade. It integrates material deriving from his previous conceptual and empirical …
the last decade. It integrates material deriving from his previous conceptual and empirical …
An exploration of the factors influencing social media continuance usage and information sharing intentions among Korean travellers
The tourism and hospitality industry is largely influenced by the use of social media.
However, there is still a need for more empirical research about the factors social media …
However, there is still a need for more empirical research about the factors social media …
Complaint de-escalation strategies on social media
To date, the literature offers multiple suggestions for how to recover from service failures,
albeit without explicitly addressing customers' negative, high-arousal states evoked by the …
albeit without explicitly addressing customers' negative, high-arousal states evoked by the …
How the emoji use in apology messages influences customers' responses in online service recoveries: The moderating role of communication style
This research investigates the impact of using emojis (ie, the pleading-face emoji) on
customer forgiveness in relation to handling complaints on social media. Specifically, this …
customer forgiveness in relation to handling complaints on social media. Specifically, this …
An integrated service recovery process for service failures: insights from systematic review
S Anwar, W Ozuem - Qualitative Market Research: An International …, 2022 - emerald.com
Purpose This research conceptualizes service recovery process (SRPs) within pre-recovery,
recovery and post-recovery. This study aims to provide a summary of factors and strategies …
recovery and post-recovery. This study aims to provide a summary of factors and strategies …
Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement
This research examines the influence of consumer online brand community engagement
(OBCE) at a time of product-harm crisis on consumers' cognitive responses and behavioral …
(OBCE) at a time of product-harm crisis on consumers' cognitive responses and behavioral …
“Don't forget that others are watching, too!” The effect of conversational human voice and reply length on observers' perceptions of complaint handling in social media
A Javornik, R Filieri, R Gumann - Journal of Interactive …, 2020 - journals.sagepub.com
When dissatisfied customers voice their complaints on companies' social media pages,
many other consumers can observe such interactions. Yet, only limited research has …
many other consumers can observe such interactions. Yet, only limited research has …
[HTML][HTML] Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust
D Istanbulluoglu, E Sakman - European Management Journal, 2024 - Elsevier
This study investigates the relationships between company responses to social media
complaints and consumers' repurchase intentions. An online survey collected data from 325 …
complaints and consumers' repurchase intentions. An online survey collected data from 325 …
Managing social media recovery: The important role of service recovery transparency in retaining customers
This research examines the influence of service recovery transparency on customer
forgiveness to retain customers in the context of service recovery via social media. We …
forgiveness to retain customers in the context of service recovery via social media. We …