التفاصيل البيبلوغرافية
| العنوان: |
Timeliness, transparency, and trust: A framework for managing online customer complaints. |
| المؤلفون: |
Stevens, Jennifer L.1 jls1554@msstate.edu, Spaid, Brian I.2 brian.spaid@marquette.edu, Breazeale, Michael3 mbreazeale@business.msstate.edu, Esmark Jones, Carol L.3 c.esmark@msstate.edu |
| المصدر: |
Business Horizons. May2018, Vol. 61 Issue 3, p375-384. 10p. |
| مصطلحات موضوعية: |
Consumer complaints, Digital communications, Business ethics, Client relations, Marketing management |
| مستخلص: |
This article discusses several practical solutions for dealing with online customer complaints. Online complaints are inevitable; how a firm responds can make the difference. There are techniques that managers can use not only to minimize the detrimental impact of online complaints, but also to produce beneficial outcomes. Herein, we introduce our 3T framework, designed to help managers and support teams respond to online complaints in a thoughtful and measured way. We build on word-of-mouth research and several theories from marketing, service marketing, journalism, and business ethics. With so many reviews posted online every second, firms must employ best practices grounded in empirical research and solid conceptualization to deal with this important component of online customer service. [ABSTRACT FROM AUTHOR] |
| قاعدة البيانات: |
Finance Source |
