How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? (In)civility in advocates’ responses and complainant-bystander psychological distance-Reference-Cited by-同舟云学术

How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? (In)civility in advocates’ responses and complainant-bystander psychological distance

Published:2022-04-05 Issue: Volume: Page:1-24
ISSN:0264-2069
Container-title:The Service Industries Journal
language:en
Short-container-title:The Service Industries Journal

Author:

Huang Ran¹^ORCID,Ha Sejin²

Affiliation:

1. Eskenazi School of Art, Architecture + Design, Indiana University, Bloomington, IN, USA

2. Department of Retail, Hospitality, and Tourism Management, University of Tennessee, Knoxville, TN, USA

Publisher

Informa UK Limited

Subject

Management of Technology and Innovation,Strategy and Management

Link

https://www.tandfonline.com/doi/pdf/10.1080/02642069.2022.2057475

Reference66 articles.

1. From third party to significant other for service encounters: a systematic review on third-party roles and their implications

2. Examination of Psychological Processes Underlying Resistance to Persuasion

3. Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate

4. The value disruption of uncivil other-customers during online service recovery

5. The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery

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