Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies

By Sabine A. Einwiller, Sarah Steilen. 2015

261 citations recorded by the source corpus.

Subfields: Communication, Information Systems, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/77c00ffdac14029a666f02093f15c4dd13cfc1db

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Communication

1. Wolfgang J. Weitzl
2. Clemens Hutzinger

Citations in the corpus

• The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders (2017, background): “Recently, passive responses have been shown to be a popular reaction of companies on social media (Einwiller & Steilen, 2015).”