2.3 Social Media
Carlquist, 2018
Primack et al., 2019
Hodeghatta & Sahney, 2016
Alnsour et al., 2018
Bigne at, el, 2018
Alnjadat, 2019
Obar, 2015
Jovevski & Vasilevski, 2019
He et, al. 2014
Ramos et al., 2017
Asatryan, 2014
Novani and Kijima, 2014
Kietzmann et al., 2015
Lee & Cude, 2012
2.3.3 Impact on Customer
Alnjadat, 2019
2.3.3.0 E-WOM
Gari &Allkilic 2016
Zhou et al., 2018
Xun & Guo 2017
Dolan, Seo & Kemper 2019
Zheng et al., 2015
2.3.3.0.2 Direct Interaction Between C2B and C2C
Jovevski, 2019
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2.3.3.1 Social Media Beneficial for customers
Jovevski and Vasilevski, 2019
2.3.3.1.4 Easy and Cheap way
Balaji et al., 2015
2.3.3.1.6 Provide Chance for Re-complaining
Balaji et al., 2015
2.3.3.1.1 Anytime Complaint
Safitri, 2017
Choi et al., 2017
2.3.3.1.3 Show Dissatisfaction
Stevens et al., 2018
2.3.3.1.2 Awareness and updates
Arokiasamy et al., 2019
Zheng et al., 2015
Jawabreh et al., 2012
2.3.3.1.5 Strike Back
Gregoire et. al., 2018
2.3.3.2 Drawbacks for customers
Hodeghatta & Sahney, 2016
2.3.3.2.4 Companies are not Serious
Jovevski and Vasilevski, 2019
2.3.3.2.2 Auto-Reply
Melancon & Dalakas, 2018)
2.3.3.2.3 Delete And Hide Comments
Melancon & Dalakas, 2018
2.3.3.2.1 Long wait for Response
Zhou et al., 2018
2.3.3.2.5 Impact of SM Account
Gunarathne et al., 2018
Tripp & Gregoire, 2011
2.3.3.0.1 Personally and Publicly Complaints
Dolan, Seo & Kemper 2019
2.3.2 Impact on Companies
Stevens et al., 2018
2.3.2.0.1 Fast C Handling Process
Charoensukmongkol, 2018
2.3.2.0.2 Social Media Team
Kaur & Kesharwani, 2018
2.3.2.0.3 Fast Responses
Johnen & Schnittka, 2019
Istanbulluoglu, 2017
Lee and Cude, 2012
2.3.2.0.4 Rumours and Fake News
Okoro et al., 2018
Kim et al., 2019
2.9.2.1 Positive impact on Companies
Stevens et al., 2018
2.9.2.1.3 Direct Interaction
Primack et al., 2019
-
2.3.2.1.1 E-Marketing
Bigne et al., 2018
2.9.2.1.4 Positive Impact on other Customers
Stevens et al., 2018
2.9.2.1.5 Impact of Positive E-wom
Yang and Dong, 2018
Kaur & Kesharwani, 2018
Zhou et al. 2018
2.3.2.2 Negative impact on companies
Primack et al., 2019
2.9.2.2.2 Useless Complaints
Ramos et al., 2017
2.9.2.2.3 Negative Impact on other Customers
Melancon & Dalakas, 2018
Kim, Kim, & Shin, 2015
2.3.2.2.1 Increases Competition
Kaur & Kesharwani, 2018
2.9.2.2.4 C2C Communication
Carlquist, 2018
2.9.2.2.5 Impact on Reputation
Melancon & Dalakas, 2018
2.9.2.2.6 Negative E-wom
Sari & Alİkilic, 2016
Zheng et al., 2015
2.3.2.0 Update Information
Ater and Orlov, 2015
Istanbulluoglu, 2017
2.3.1 Platform
Lee & Cude, 2012
2.9.1.1 Facebook
Grancay, 2015
Balaji et al., 2015
2.9.1.2 YouTube
Zelenka & Hruska, 2018
2.9.1.3 Twitter
Istanbulluoglu, 2017