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Keywords: Service failure
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Journal Articles
Tweeting your way out of disaster: Using social media to enhance customer relations
Available to Purchase
Journal:
Strategic Direction
Strategic Direction (2017) 33 (8): 17–19.
Published: 14 August 2017
..., mainly because of its public and instantaneous nature. Customers are able to make use of a huge audience and the potential for brand damage to a company by using Twitter to complain about a service failure. The costs are now so great that companies need to seriously consider and invest in their Twitter...
