First Step in Social Media - Measuring the Influence of Online Management Responses on Customer Satisfaction

Published: Jun 13, 2011
Abstract
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 media is management responses, where the management responds to customers’ comments about the firm or its products and services. In this paper, we measure the impact of management responses on customer satisfaction using data retrieved from a major online travel...
Paper Details
Title
First Step in Social Media - Measuring the Influence of Online Management Responses on Customer Satisfaction
Published Date
Jun 13, 2011
Citation AnalysisPro
  • Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
  • Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.