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Full-Text Articles in Marketing
Others’ Reactions To Service Recovery Efforts In Social Media: A Third-Party Justice Perspective, Minwoo Lee
Others’ Reactions To Service Recovery Efforts In Social Media: A Third-Party Justice Perspective, Minwoo Lee
Doctoral Dissertations
Service failures are inevitable incidents in hospitality settings due to the characteristics of hospitality offerings such as intangibility, heterogeneity, and inseparability. When service failures occur, effective service recovery effort should be made in order to redress such failures and improve customer satisfaction because service failures could negatively affect customers’ satisfaction and future behaviors. In the context of social media, firms’ service recovery efforts can be witnessed by the complainant’s family, close friends, other fan page members, and/or even unknown people who are connected and influenced through enormous social networks. However, no prior study has been found to investigate how and …
The Role Of Sense Of Community In Online Brand Social Networking Sites, Je Won Lyu
The Role Of Sense Of Community In Online Brand Social Networking Sites, Je Won Lyu
Doctoral Dissertations
This study was designed to explore the phenomenon of social commerce marketing in relation to consumer-brand relationship development. The specific research objective were as follows: (a) to identify multiple factors motivating consumers to have sense of community in the context of brand social networking sites; (b) to investigate the effects of general connection between consumers and the brand on developing a sense of online brand community in social networking site-based brand communities; (c) to examine potential outcomes of having a sense of online brand community in brand social networking sites such as brand commitment, advocacy, and loyalty; (d) to investigate …