To tweet or not to tweet? Exploring the effectiveness of service recovery strategies using social media

Autor:	Fan, Ying, Niu, Run Hong
Zdroj:	International Journal of Operations & Production Management, 2016, Vol. 36, Issue 9, pp. 1014-1036.
Databáze:	Emerald Insight
Externí odkaz:	http://www.emeraldinsight.com/doi/10.1108/IJOPM-10-2013-0461 Zobrazit plný text záznamu