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Customer complaints on Facebook
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ISBN10: 6630416600
ISBN13: 9786630416602
Publisher: Our Knowledge Publishing
Pages: 148
Weight: 0.46
Height: 0.34 Width: 6.00 Depth: 9.00
Language: English
ISBN13: 9786630416602
Publisher: Our Knowledge Publishing
Pages: 148
Weight: 0.46
Height: 0.34 Width: 6.00 Depth: 9.00
Language: English
This study examines the various ways in which companies respond to customer complaints, focusing in particular on Facebook as a platform. The analysis incorporated Burkart's concept of communication-oriented public relations, placing particular emphasis on those complaints that expressed doubts regarding truth, veracity or legitimacy. The central research question was which response strategies companies employ and whether specific strategies are applied when complaints express doubts regarding a claim to validity. Six different Austrian companies were examined: ÖBB, Wiener Linien, Österreichische Post, Billa, McDonald's and ORF.
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