How the different voices that engage in crisis communications, influence consumers NWOM intentions and corporate reputation during a customer complaint paracrisis occurring on facebook

The present dissertation aims to understand how the Portuguese telecommunication companies can effectively minimise the negative impact of a customer complaint paracrisis, occurring on their own Facebook-branded page. The research analyses how Facebook complaints and the comments posted in response...

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Detalhes bibliográficos
Autor principal: Soares, André Gomes de Castro (author)
Formato: masterThesis
Idioma:eng
Publicado em: 2019
Assuntos:
Customer complaint paracrisis
Crisis communications
Organizational reputation
Webcare
Online complaint management
Negative word-of-mouth
Electronic word-of-mouth
Personalization
Facebook
Rhetorical arena
Faith-holders
Hate-holders
Marketing
Telecomunicação
Gestão de reclamações
Satisfação do cliente
Imagem de marca
Texto completo:http://hdl.handle.net/10071/18357
País:Portugal
Oai:oai:repositorio.iscte-iul.pt:10071/18357

Texto Completo

http://hdl.handle.net/10071/18357

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