The existing body of research on service failures and recoveries primarily deals with business-to-consumer markets, with relatively limited and scattered research on business-to …
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 …
Las redes sociales están cada vez más presentes en nuestra vida diaria. El 72% de los usuarios de Internet tiene perfil en al menos una red social, y dedica una media de dos …
Using a mixed-methods approach, the current research examines online incivility in relation to service recovery on social media. First, findings from a netnographic investigation suggest …
R Huang, S Ha - Journal of Business Research, 2020 - Elsevier
The role of fellow customers in webcare remains underexplored in the literature. To address this gap, the current study examines how observers perceive and react to a retailer's …
This article discusses several practical solutions for dealing with online customer complaints. Online complaints are inevitable; how a firm responds can make the difference …
This study investigates the relationships between company responses to social media complaints and consumers' repurchase intentions. An online survey collected data from 325 …
Using a 3× 4 between-subjects experiment, the present study delineates the effects of social media platforms (Facebook, Twitter, and Instagram) and image restoration strategies (denial …