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Articles (9)

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1-9 of 9 results for online complaint handling

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Select article: How Emoji in Company Responses to Online Consumer Complaints Affect Observers: Emoji as Visual Signalling Cues in Webcare

Open access

Research article

First published 2025

How Emoji in Company Responses to Online Consumer Complaints Affect Observers: Emoji as Visual Signalling Cues in Webcare

Lieke Verheijen, Christine Liebrecht

International Journal of Business Communication

Select article: “Don't Forget that Others Are Watching,Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media

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Research article

First published 2020-5

“Don't Forget that Others Are Watching,Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media

Ana Javornik, Raffaele Filieri, Ralph Gumann

Journal of Interactive Marketing

Select article: Improving Complaint Handling: The Rhetorical Turn in Defensive and Accommodative Strategies

Open access

Research article

First published 2025

Improving Complaint Handling: The Rhetorical Turn in Defensive and Accommodative Strategies

Margot van Mulken, Liza Heslenfled

Business and Professional Communication Quarterly

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

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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

Select article: Responding to Online Reviews

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Research article

First published 2013-2

Responding to Online Reviews

Sun-Young Park, Jonathan P. Allen

Cornell Hospitality Quarterly

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

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Research article

First published 2019-11

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

Jens Hogreve, Nicola Bilstein, Kathrin Hoerner

Journal of Service Research

Select article: Key preferences of tourists during COVID-19 pandemic in luxury hotels: Evidence from qualitative data

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Research article

First published 2022-10

Key preferences of tourists during COVID-19 pandemic in luxury hotels: Evidence from qualitative data

Tanveer Kajla, Sahil Raj, Sharad Sharma [...]

Tourism and Hospitality Research

Select article: Stress among UK consultant urologists and factors influencing when they leave full-time NHS practice

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Research article

First published 2025-5

Stress among UK consultant urologists and factors influencing when they leave full-time NHS practice

Stephen R Payne, Amy Kane, Kevin Thomas [...]

Journal of Clinical Urology

Select article: Evaluation of the Ergonomics of Surgical Instruments Across Surgical Specialties: Responses From 459 Surgeons

Open access

Research article

First published 2026-4

Evaluation of the Ergonomics of Surgical Instruments Across Surgical Specialties: Responses From 459 Surgeons

Maria Elze, Georg Osterhoff, Alice Wermke

Surgical Innovation

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