Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others

Increasingly, customers use social media to voice complaints, making those comments visible to a wide range of uninvolved, virtually present others (VPOs). Many companies seek to shift their complaint-handling efforts away from public online platforms and toward private interactions. However, this a...

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Bibliographic Details
Published in:Journal of service research : JSR 2019-11, Vol.22 (4), p.421-439
Main Authors: Hogreve, Jens, Bilstein, Nicola, Hoerner, Kathrin
Format: Article
Language:English
Subjects:
Quality of service
Social networks
Studies
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