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Keywords: Cyberostracism
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Journal Articles
The impact of cyberostracism on online complaint handling: Is “automatic reply” any better than “no reply”?
Available to Purchase
International Journal of Retail & Distribution Management (2013) 41 (1): 45–60.
Published: 28 January 2013
... are considered a form of cyberostracism, thus having equally harmful effects on customer perceptions as a mere no reply. Design/methodology/approach – The authors first conducted a qualitative study to ensure that consumers feel ignored when companies fail to respond to their e-mails. This was followed...
