social media
Obar & Wildman, 2015
Jovevski & Vasilevski, 2019
He, Hu, Shi, & Liu, 2014
Ramos, Lemanski, & Joon, 2017
Asatryan & Asamoah, 2014
Novani & Kijima, 2014
Kietzmann, Hermkens, McCarthy, & Silvestre, 2015
-
complaint management
Haji, 2016
C. Lee & Youngjin, 2019
Liang, 2015
Linder, Schmitt, & Schmitt, 2014
complaint handling system
Gruber et al., 2013
Dresner & Kefeng, 2012
Metwally, 2015
Impact of Technology
Ramos et al., 2017
Metwally, 2015
Kim, Kim, & Shin, 2015
Jawabreh, Allahham, Alrjoub, & Ahmad, 2012
-
Role of e-WOM
Xun & Guo, 2017
Choi et al., 2017
common platform
Facebook
Grancay, 2015
Zelenka & Hruska, 2018
YouTube
Zelenka & Hruska, 2018
Twitter
Hodeghatta & Sahney, 2016
Zelenka & Hruska, 2018
E-mails
Gunarathne, Rui, & Seidmann, 2018
Advantagesof sociial media
Jovevski & Vasilevski, 2019
Safitri A. Basid, Tolle, & Ramdani, 2017
Choi, Seo, & Yoon, 2017
Customer loyalty
Rothenberger, Grewal, & Iyer, 2016
Heesup, Heejung Linda, & Hyerin, 2019
Asatryan & Asamoah, 2014
Way of filed complaints
Joung et al., 2019
Importance of Front-line Staff
Gruber et al., 2013