“Can you send us a PM please?” Service recovery interactions on social media from the perspective of organizational legitimacy
Sign Up to like & getrecommendations! Published in 2020 at "Discourse, Context and Media"
DOI: 10.1016/j.dcm.2020.100445
Abstract: Abstract Drawing on a discursive approach to legitimation (Erkama and Vaara, 2010; Higgins and Walker, 2012; Glozer et al., 2019), this study investigates the (de)legitimation strategies used by companies and (potential) customers in private and… read more here.
Keywords: social media; service recovery; send please; legitimacy ... See more keywords