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Journal Articles
#IHateYourBrand: adaptive service recovery strategies on Twitter
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2017) 31 (3): 281–294.
Published: 08 May 2017
... for properly communicating with consumers, especially in the event of a service failure. The purpose of this research is to explore the impact of various adaptive service recovery strategies via social media, specifically Twitter. Design/methodology/approach Through a series of experimental manipulations...
