Complaint handling on social media: The impact of multiple response times on consumer satisfaction
Abstract
With the increasing popularity of social media, understanding online consumer behaviors is becoming increasingly important for researchers in this field and practitioners who manage social media accounts. The focus of this study is one of the critical aspects of online complaint handling: response time. Using data collected from consumers who complained on Facebook or Twitter, the study explores how the response times of multiple company...
Paper Details
Title
Complaint handling on social media: The impact of multiple response times on consumer satisfaction
Published Date
Sep 1, 2017
Journal
Volume
74
Pages
72 - 82
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