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Keywords: Social media influence effect
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Journal Articles
Journal of Service Theory and Practice (2023) 33 (6): 721–747.
Published: 01 September 2023
...). Accountability theory Bystander effect Customer complaint redressal Language expectancy theory Social media influence effect Borrowing concepts of service-level differentiation and prioritised customer service (Lacey and Morgan, 2007), Gunarathne et al. (2018) argue that organisations...
