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The Service Industries Journal Volume 44, 2024 - Issue 11-12
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How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? (In)civility in advocates’ responses and complainant-bystander psychological distance

企业的官方社交网站里消费者之间的交流如何影响旁观者的行为？品牌拥护者回复顾客投诉的 (非) 文明行为以及投诉者与旁观者之间的心理距离

Ran Huanga Eskenazi School of Art, Architecture + Design, Indiana University, Bloomington, IN, USACorrespondence[email protected]
ORCID Iconhttps://orcid.org/0000-0002-7044-7292
ORCID Icon &
Sejin Hab Department of Retail, Hospitality, and Tourism Management, University of Tennessee, Knoxville, TN, USA
Pages 789-812 | Received 19 Apr 2021, Accepted 18 Jan 2022, Published online: 05 Apr 2022

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Read on this site (3)

Jin Zhang. (2024) Dealing with Service Failures and Complaints on Social Media: The Role of Online Social Support in China. Journal of Social Service Research 50:2, pages 175-196.
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Juan Chen, Yanqing Lin, Xiyang Tang & Shengli Deng. (2023) Fostering netizens to engage in rumour-refuting messages of government social media: a view of persuasion theory. Behaviour & Information Technology 0:0, pages 1-25.
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Arun Aggarwal, Weng Marc Lim, Dinesh Jaisinghani & Kamrunnisha Nobi. (2022) Driving service-oriented organizational citizenship behavior through error management culture. The Service Industries Journal 0:0, pages 1-40.
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Articles from other publishers (1)

Todd J. Bacile, A. Banu Elmadag, Mehmet Okan, Denitsa Dineva & Ania Izabela Rynarzewska. (2024) Schadenfreude and Sympathy: Observer Reactions to Malicious Joy During Social Media Service Recovery. Journal of Interactive Marketing.
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