Shujing Sun, Yang Gao, Huaxia Rui. Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness. J. of Management Information Systems, 38(3):579-611, 2021. [doi]
@article{SunGR21-0,
title = {Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness},
author = {Shujing Sun and Yang Gao and Huaxia Rui},
year = {2021},
url = {http://www.jmis-web.org/articles/1534},
researchr = {https://researchr.org/publication/SunGR21-0},
cites = {0},
citedby = {0},
journal = {J. of Management Information Systems},
volume = {38},
number = {3},
pages = {579-611},
}