Disattending Customer Dissatisfaction on Facebook: A Case Study of a Slovenian Public Transport Company

Márquez Reiter, Rosina; Orthaber, Sara and Kádár, Daniel Z. (2015). Disattending Customer Dissatisfaction on Facebook: A Case Study of a Slovenian Public Transport Company. In: Christopher, Elizabeth ed. International Management and Intercultural Communication. Palgrave MacMillan, pp. 108–126.

DOI: https://doi.org/0.1007/978-1-137-47991-4_7

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

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• Item ORO ID
• 67755
• Item Type
• Book Section
• Academic Unit or School
• Faculty of Wellbeing, Education and Language Studies (WELS) > Languages and Applied Linguistics
  Faculty of Wellbeing, Education and Language Studies (WELS)
• Depositing User
• Rosina Márquez Reiter