[HTML][HTML] Sorry but no sorry: The use and effects of apologies in airline webcare responses to NeWOM messages of flight passengers
Offering an apology is a strategy brands use in response to negative electronic word of
mouth. However, its effectiveness is equivocal and may depend on its combination with …
mouth. However, its effectiveness is equivocal and may depend on its combination with …
[HTML][HTML] Speed and symmetry: Develo** effective organisational responses to social media criticism of CSR
This study examines how organisations can respond effectively to negative user-generated
content (NUGC) about their corporate social responsibility (CSR) on social media …
content (NUGC) about their corporate social responsibility (CSR) on social media …