Service Recovery via Social Media
Abstract
Social media channels are increasingly used by consumers to post complaints to companies. In contrast to traditional channels, the complaint and a firm’s recovery efforts are visible to passive observers who are virtually present. Additionally, these unaffected users may become involved by supporting a complainant with negative comments or by supporting the firm with positive comments, leading to interactive virtual presence (VP). We reveal that...
Paper Details
Title
Service Recovery via Social Media
Published Date
Sep 17, 2015
Journal
Volume
19
Issue
2
Pages
192 - 208
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