Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness.
Shujing SunYang GaoHuaxia RuiPublished in: J. Manag. Inf. Syst. (2021)
Keyphrases
- service quality
- social media
- service providers
- customer satisfaction
- call center
- social context
- user satisfaction
- electronic commerce
- online shopping
- competitive advantage
- quality of service
- competitive environment
- information systems
- social networks
- information quality
- user generated content
- social networking
- incident management
- job satisfaction
- service level agreements