DISATTENDING CUSTOMER DISSATISFACTION ON FACEBOOK: A CASE STUDY OF A SLOVENIAN PUBLIC TRANSPORT COMPANY

Marquez Reiter, R (2015). DISATTENDING CUSTOMER DISSATISFACTION ON FACEBOOK: A CASE STUDY OF A SLOVENIAN PUBLIC TRANSPORT COMPANY. In: ed. INTERNATIONAL MANAGEMENT AND INTERCULTURAL COMMUNICATION; A COLLECTION OF CASE STUDIES. Palgrave MacMillan.

Abstract

Drawing on data from the Facebook page of a Slovenian public transport company, the case study examines customers’ responses to the Company’s marketing status updates and the way they are responded to or not by the page moderator. Discussion of the case includes comment that complaints made by telephone, unlike those online, do not permit company agents to ignore them. The study examines the ways in which administrators respond to customers’ comments and how customers react: and observes how open-comment platforms such as Facebook may allow expressions of public dissatisfaction to affect corporate strategy

Viewing alternatives

Item Actions

Export

About

Recommendations