Customer e-complaining behaviours using social media-Reference-Cited by-同舟云学术

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Customer e-complaining behaviours using social media

Published:2015-07-03 Issue:11-12 Volume:35 Page:633-654
ISSN:0264-2069
Container-title:The Service Industries Journal
language:en
Short-container-title:The Service Industries Journal

Author:

Balaji M. S.,Jha Subhash,Royne Marla B.

Funder

The research was funded by TRGS/ERFS/2/2013/TBS/002 grant for the first two authors.

Publisher

Informa UK Limited

Subject

Management of Technology and Innovation,Strategy and Management

Link

http://www.tandfonline.com/doi/pdf/10.1080/02642069.2015.1062883

Reference68 articles.

1. The effects of social- and self-motives on the intentions to share positive and negative word of mouth

2. Does successful recovery mitigate failure severity?

3. The Role of Public and Private Complaining in Satisfaction with Problem Resolution

4. The effects of distributive, procedural, and interactional justice on postcomplaint behavior

5. The effects of customer service on consumer complaining behavior

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1. E-service failure and recovery strategy in times of crisis: effect on peer attitudes, expectation and future intention;Review of Managerial Science;2024-04-26

2. Open Voice or Private Message? The Hidden Tug-of-War on Social Media Customer Service;Production and Operations Management;2024-02-08

3. The influence of seamless shopping experience on customers’ word of mouth on social media;Journal of Services Marketing;2023-12-26

4. Framing your concerns right: an analysis of air passengers' complaints during two time periods;Journal of Service Theory and Practice;2023-09-01

5. Conservation of Resources Theory Interpretation of Co-Destructed After-sales Service Encounters;Services Marketing Quarterly;2023-07-30

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