DISATTENDING CUSTOMER DISSATISFACTION ON FACEBOOK: A CASE STUDY OF A SLOVENIAN PUBLIC TRANSPORT COMPANY

Marquez Reiter, R (2015) DISATTENDING CUSTOMER DISSATISFACTION ON FACEBOOK: A CASE STUDY OF A SLOVENIAN PUBLIC TRANSPORT COMPANY In: INTERNATIONAL MANAGEMENT AND INTERCULTURAL COMMUNICATION; A COLLECTION OF CASE STUDIES. Palgrave MacMillan.

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Abstract

Drawing on data from the Facebook page of a Slovenian public transport company, the case study examines customers’ responses to the Company’s marketing status updates and the way they are responded to or not by the page moderator. Discussion of the case includes comment that complaints made by telephone, unlike those online, do not permit company agents to ignore them. The study examines the ways in which administrators respond to customers’ comments and how customers react: and observes how open-comment platforms such as Facebook may allow expressions of public dissatisfaction to affect corporate strategy

Item Type:	Book Section
Divisions :	Surrey research (other units)
Authors :	Name Email ORCID Marquez Reiter, R r.marquez-reiter@surrey.ac.uk
Date :	1 December 2015
Depositing User :	Symplectic Elements
Date Deposited :	16 May 2017 15:33
Last Modified :	23 Jan 2020 15:02
URI:	http://epubs.surrey.ac.uk/id/eprint/820443

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