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Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness

Shujing Sun1; Yang Gao2; Huaxia Rui3

1 University of Texas at Dallas Richardson Texas · 2 Singapore Management University Singapore · 3 University of Rochester, Rochester, New York

Journal of Management Information Systems 2021
DOI
10.1080/07421222.2021.1958548
Volume
38 (3)
Pages
579-611
Language
en
Export
BibTeX
Sources
crossref