First step in social media: Measuring the influence of online management responses on customer satisfaction

Production and Operations Management

Volumn 23, Issue 4, 2014, Pages 570-582

  Gu, Bin ^a   Ye, Qiang ^b  

^a ARIZONA STATE UNIVERSITY   (United States)

^b HARBIN INSTITUTE OF TECHNOLOGY   (China)

Author keywords

customer satisfaction; management response; online social media; peer induced fairness; service recovery

Indexed keywords

EID: 84899093663     PISSN: 10591478     EISSN: 19375956     Source Type: Journal    
DOI: 10.1111/poms.12043     Document Type: Article

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