Social media such as forums, blogs and microblogs has been increasingly used for public
information sharing and opinions exchange nowadays. It has changed the way how online …

This paper summarizes how social media and other technologies continue to proliferate; the
shifting economic landscape will precipitate more adaptive approaches for managers …

The following study was conducted to determine the impact of social media marketing on
building brand loyalty through customer engagement in Jordan. The current trend of using …

Given the pervasive spread and use of the Internet and social media, consumer use of these
new forums for expressing their revenge intentions has also increased. This research …

This paper reports on a study that was undertaken to explore the factors that drive social
media use among young consumers in Latin America, a region of the world in which such …

While Amazon's disruption of the retail market has been associated with significant changes
in consumer behavior, empirical studies on how interacting with Amazon has changed …

This paper focuses on postpurchase complaint behavior to understand under which
conditions omnichannel shoppers choose to complain at the physical store instead of doing …

Purpose This paper aims to present two updated typologies of service failures and
recoveries in the omni-channel context. These typologies are based on customer complaints …

Purpose Despite the increasing relevance of seamless shopping experience in an
omnichannel context, research on how seamless shopping experience affects customers' …

This study identifies the depth structure of customer complaint efforts and investigates the
roles of each dimension in the structural relations with customer satisfaction and loyalty …