Examining user-generated content, service failure recovery and customer-brand relationships: an exploration through commitment-trust theory.
Wilson OzuemMichelle WillisKerry E. HowellSilvia RanfagniSerena RovaiPublished in: Internet Res. (2024)
Keyphrases
- user generated content
- failure recovery
- social media
- user communities
- customer service
- fault tolerance
- load balancing
- user generated
- customer satisfaction
- single link
- social media content
- customer loyalty
- service requirements
- electronic commerce
- service times
- grid computing
- online forums
- service quality
- management system
- recommender systems
- social networks