...Mohammed Saeed J. Alzahrani; Jessica Wyllie; Jamie Carlson; Syed Mahmudur Rahman Purpose This study develops and validates a novel framework for understanding customer experience (CX) in public health social media communities (PHSMCs). This paper conceptualises PHSM-CX as a multidimensional...

... address such complaints on social media. Design/methodology/approach Study 1 identifies key attributes of service recovery efforts on companies’ social media pages and underlying recovery themes. Study 2 theorizes how these recovery attributes influence negative emotions – such as sadness, anger...

...Jaylan Azer; Matthew Alexander Purpose COVID-19 vaccinations face a backdrop of widespread mistrust in their safety and effectiveness, specifically via social media platforms which constitute major barriers for the public health sector to manage COVID-19 (and future) pandemics. This study provides...

...Fatuma Namisango; Kyeong Kang; Junaid Rehman Purpose Little is known about the variations in service co-creation on social media, despite the resource integrating capabilities and co-creator roles afforded by these platforms. The gap is even more troubling in the nonprofit sector, where leveraging...

... spreading information; promoting action often generates the least customer engagement in social media settings. Originality/value The study fills an important research gap in the service marketing literature as it pertains to nonprofit service organizations (i.e. universities) by identifying two types...

...Anne Sorensen; Lynda Andrews; Judy Drennan Purpose The purpose of this paper is to investigate how organizations create focal engagement objects through posts to their social media community members and how the members engage with these posts in ways that potentially co-create value. Of additional...