Understanding the effects of a social media service failure apology: A comparative study of customers vs. potential customers.
Danae ManikaSavvas PapagiannidisMichael BourlakisPublished in: Int. J. Inf. Manag. (2017)
Keyphrases
- potential customers
- social media
- website
- ultimate goal
- customer loyalty
- mechanisms underlying
- service providers
- customer service
- failure modes
- service discovery
- service quality
- end users
- service oriented
- information diffusion
- crisis management
- user participation
- web services
- service delivery
- markov chain
- e government
- management system