... behaviors (PPB) on Facebook through the actions they take to protect their privacy, their underlying motives and the values behind these protective actions. Moreover, this study aims to address an unintended consequence of Facebook usage. Despite Facebook’s positive and uplifting goal of connecting people...

...Anneliese Rosenmayer; Lisa McQuilken; Nichola Robertson; Steve Ogden Purpose This paper aims to present two updated typologies of service failures and recoveries in the omni-channel context. These typologies are based on customer complaints and recoveries collected from the corporate Facebook...