Timeliness, transparency, and trust: A framework for managing online customer complaints
Abstract
This article discusses several practical solutions for dealing with online customer complaints. Online complaints are inevitable; how a firm responds can make the difference. There are techniques that managers can use not only to minimize the detrimental impact of online complaints, but also to produce beneficial outcomes. Herein, we introduce our 3T framework, designed to help managers and support teams respond to online complaints in a...
Paper Details
Title
Timeliness, transparency, and trust: A framework for managing online customer complaints
Published Date
May 1, 2018
Journal
Volume
61
Issue
3
Pages
375 - 384
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