Social media: Where customers air their troubles—How to respond to them?

Social media: Where customers air their troubles—How to respond to them?

Dissatisfied customers often use social media to voice their complaints effectively, and firms strive to find solutions about how to respond to publicly visible service failure posts. We add to the emerging literature on complaint handling via social media by examining how complaining customers on a...

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Detalles Bibliográficos
Autores principales: Valdimar Sigurdsson, Nils Magne Larsen, Hulda Karen Gudmundsdottir, Mohammed Hussen Alemu, R. G. Vishnu Menon, Asle Fagerstrøm
Formato: article
Lenguaje:EN
Publicado: Elsevier 2021
Materias:
Social customer care
Service recovery
Social media
Customer complaints
Airline
History of scholarship and learning. The humanities
AZ20-999
Social sciences (General)
H1-99
Acceso en línea:https://doaj.org/article/97893aadda7a4f27b46b5f9f1c40c4eb
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