Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate
Abstract
Purpose The domain of digital service not only includes digital service products made available for purchase but also the provision of digital customer service, such as customers seeking support on brands' social media channels. This type of digital customer service introduces new challenges not found in offline service recovery situations. This research highlights one such occurrence by investigating customer-to-customer (C2C) interactions...
Paper Details
Title
Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate
Published Date
May 4, 2020
Volume
31
Issue
3
Pages
441 - 464
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Notes
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