Timeliness, transparency, and trust: A framework for managing online customer complaints Article (Web of Science)

cited authors

  • Stevens, Jennifer L.; Spaid, Brian I.; Breazeale, Michael; Jones, Carol L. Esmark

authors

publication date

  • May 1, 2018

webpage

published in

author keyword

  • Brand relationship
  • Brand transparency
  • Customer service response
  • Negative online reviews
  • Online complaints

category

start page

  • 375

end page

  • 384

volume

  • 61

issue

  • 3