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Customer complaints on Facebook: An analysis of corporate responses in the context communication-oriented public relations

Name: Customer complaints on Facebook: An analysis of corporate responses in the context communication-oriented public relations
Brand: Our Knowledge Publishing
SKU: f17f295cd513adb8d73cee9967147eb9

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Afbeelding van Customer complaints on Facebook: An analysis of corporate responses in the context communication-oriented public relations

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Bol 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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Beschrijving (1)

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.

Lees meer