Name
Abstract | ||
|---|---|---|
As Social Media platforms have become increasingly popular among customers, Firms are still exploring ways to harness the potential of these platforms. The viralness of these platforms increases the reach of customer complaints and exacerbates the impact from follow-up comments by the dissatisfied customers. By analyzing complaint tweets and drawing from Justice theory, we explore how organizations should cope with customer complaints on social media platforms. Our preliminary analysis shows that several important mechanisms that can be used to cope with customer complaints. Practical and theoretical implications are discussed. |
Year | DOI | Venue |
|---|---|---|
2016 | 10.1109/HICSS.2016.478 | PROCEEDINGS OF THE 49TH ANNUAL HAWAII INTERNATIONAL CONFERENCE ON SYSTEM SCIENCES (HICSS 2016) |
Field | DocType | ISSN |
Customer retention,Customer intelligence,Customer delight,Customer satisfaction,Voice of the customer,Customer to customer,Computer science,Customer advocacy,Customer reference program,Marketing | Conference | 1060-3425 |
Citations | PageRank | References |
0 | 0.34 | 6 |
Authors | ||
2 | ||
Name | Order | Citations | PageRank |
|---|---|---|---|
| Hua Ye | 1 | 0 | 0.34 |
| Arvind Tripathi | 2 | 5 | 5.91 |