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Research article

First published 2026-1

Open Voice or Private Message? The Hidden Tug-of-War on Social Media Customer Service

Shu He, Shun-Yang Lee, Huaxia Rui

Production and Operations Management

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Research article

First published 2025-12

Unveiling the Human Touch: Enhancing Customer Satisfaction Through Personal Profiles of Social Media Customer Service Agents

Huai-Tzu Cheng, Yang Pan, Rudy Hirschheim

Production and Operations Management

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Review article

First published 2011-11

Medical Information Services in the Age of Social Media and New Customer Channels

Poonam Bordoloi, Andrew Gažo, Krupa Paranjpe [...]

Therapeutic Innovation & Regulatory Science

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Research article

First published 2019-8

Green Kitchen Family Restaurant: Managing the New Age Customer

A. Satya Nandini, R. Ganesh Kumar

South Asian Journal of Business and Management Cases

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Research article

First published 2014-04

First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction

Bin Gu, Qiang Ye

Production and Operations Management

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Research article

First published 2025-2

Schadenfreude and Sympathy: Observer Reactions to Malicious Joy During Social Media Service Recovery

Todd J. Bacile, A. Banu Elmadag, Mehmet Okan [...]

Journal of Interactive Marketing

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Research article

First published 2018-11

The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants,Observers,and Service Providers during Social Media Service Recovery ☆

Todd J. Bacile, Jeremy S. Wolter, Alexis M. Allen [...]

Journal of Interactive Marketing

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Research article

First published 2024-9

The use of ‘ecommerce’ and ‘social commerce in emerging markets’: Omani female millennials’ experiences

Arafat Awadh Al Jamil, Abdulraoof Ahmed Ismail

Information Development

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Research article

First published 2016-6

Customer knowledge management practices on a social media platform

Henry Boateng

Information Development

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Research article

First published 2014-1

Role of Social Media in Communicating Transit Disruptions

Raymond Chan, Joseph L. Schofer

Transportation Research Record: Journal of the Transportation Research Board

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