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Reclami dei clienti su Facebook
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ISBN10: 6630408926
ISBN13: 9786630408928
Publisher: Edizioni Sapienza
Published: Aug 28 2026
Pages: 148
Weight: 0.46
Height: 0.34 Width: 6.00 Depth: 9.00
Language: Italian
ISBN13: 9786630408928
Publisher: Edizioni Sapienza
Published: Aug 28 2026
Pages: 148
Weight: 0.46
Height: 0.34 Width: 6.00 Depth: 9.00
Language: Italian
Il presente lavoro esamina le diverse reazioni delle aziende ai reclami dei clienti, concentrandosi in particolare sulla piattaforma Facebook. Nell'analisi è stata presa in considerazione la strategia di comunicazione orientata alla comprensione secondo Burkart, prestando particolare attenzione ai reclami che esprimevano dubbi sulla verità , sulla veridicità o sulla legittimità . La domanda guida centrale della ricerca era: quali strategie di risposta adottano le aziende e se vengono applicate strategie specifiche quando nei reclami vengono espressi dubbi su una pretesa di validità . Sono state esaminate sei diverse aziende austriache: ÖBB, Wiener Linien, Österreichische Post, Billa, McDonald's e ORF.
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