Does active service intervention drive more complaints on social media? The roles of service quality and awareness
Despite many advantages of social media as a customer service channel, there is a concern that active service intervention encourages excessive service complaints. Our paper casts doubt on this misconception by examining the dynamics between social media customer complaints and brand service interve...
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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/6256 https://ink.library.smu.edu.sg/context/sis_research/article/7259/viewcontent/JMIS_10538_SS_Sun_2021May.pdf |
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| Institution: | Singapore Management University |
| Language: | English |