Sarah Steilen

Communication · 2015

A researcher in the Science corpus: 1 paper; trusts 4 researchers and is trusted by 0 researchers here, as inferred from the citation graph.

Subfields

• Communication — 8 citations into it
• Sociology and Political Science — 8 citations into it
• Organizational Behavior and Human Resource Management — 5 citations into it
• Strategy and Management — 5 citations into it

Whom Sarah Steilen trusts overall

Their strongest outbound trust, strongest first, inferred from their citations.

1. Moshe Davidow

Papers from Sarah Steilen's perspective

Ordered by how strongly the researchers Sarah Steilen trusts endorse each paper. Same corpus, a different order for every researcher.

1. Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
2. Organizational Responses to Customer Complaints: What Works and What Doesn’t
3. Users of the world, unite! The challenges and opportunities of Social Media
4. E‐complaining: a content analysis of an Internet complaint forum
5. The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes
6. From Disgust to Delight
7. An investigation into whether complaining can cause increased consumer satisfaction
8. A Bayesian Network Model of the Consumer Complaint Process
9. The Bottom Line Impact of Organizational Responses to Customer Complaints
10. The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments

Their papers

• Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies (2015) — 261 citations