Chronic customers or increased awareness? The dynamics of social media customer service
Despite that social media has become a promising alternative to traditional call centers, managers hesitate to fully harness its power because they worry that active service intervention may encourage excessive use of the channel by disgruntled customers. This paper sheds light on such a concern by...
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| Main Authors: | , , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2021
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| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/sis_research/6254 https://ink.library.smu.edu.sg/context/sis_research/article/7257/viewcontent/Chronic_Complainers_or_Increased_Awareness__The_Dynamics_of_Socia.pdf |
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| Institution: | Singapore Management University |
| Language: | English |