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Proserpio, Davide, and Georgios Zervas. "Online reputation management: Estimating the impact of management responses on consumer reviews." Marketing Science 36, no. 5 (2017): 645-665.
Malthouse, Edward C., Michael Haenlein, Bernd Skiera, Egbert Wege, and Michael Zhang. "Managing customer relationships in the social media era: Introducing the social CRM house." Journal of Interactive Marketing 27, no. 4 (2013): 270-280.
Argyris, Young Anna, Kafui Monu, YiluZhou, and Yongsuk Kim "Twitter Customer Care: Using Message Tones to Improve Complainants’ Affect“ –Under review JIM (2020)
Applebees social media disaster - https://rlstollar.wordpress.com/2013/02/02/applebees-overnight-social-media-meltdown-a-photo-essay/
Proserpio, Davide, and Georgios Zervas. "Online reputation management: Estimating the impact of management responses on consumer reviews." Marketing Science 36, no. 5 (2017): 645-665.
Malthouse, Edward C., Michael Haenlein, Bernd Skiera, Egbert Wege, and Michael Zhang. "Managing customer relationships in the social media era: Introducing the social CRM house." Journal of Interactive Marketing 27, no. 4 (2013): 270-280.
Argyris, Young Anna, Kafui Monu, YiluZhou, and Yongsuk Kim "Twitter Customer Care: Using Message Tones to Improve Complainants’ Affect“ –Under review JIM (2020)
Applebees social media disaster - https://rlstollar.wordpress.com/2013/02/02/applebees-overnight-social-media-meltdown-a-photo-essay/