The bright and dark sides of humorous response to online customer complaint
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DOI: 10.1108/ejm-08-2018-0522
Abstract: Displaying a sense of humour provides various interpersonal benefits including reducing tension and promoting conflict resolution, but should a firm use humour in response to publicly viewable online customer complaints after a service failure? The… read more here.
Keywords: response; firm; online customer; humorous response ... See more keywords