The customer is always right
(2014) SKPM08 20141Department of Strategic Communication
- Abstract
- “The customer is always right”: A qualitative study of how service-providing companies deal with public customer complaints filed on social network sites.
Customers have always voiced their complaints, but with the emergence
of the Internet and the rise of social media, the medium they used to do
so has changed. While beforehand, customers contacted companies through letters or phone calls, nowadays they have the opportunity to raise their voices online and share their dissatisfactions not only with the organisation involved but with their entire network. Therefore, this thesis investigates how service organisations deal with customer complaints filed on social network sites. The focus of this essay was put on the public aspect of... (More) - “The customer is always right”: A qualitative study of how service-providing companies deal with public customer complaints filed on social network sites.
Customers have always voiced their complaints, but with the emergence
of the Internet and the rise of social media, the medium they used to do
so has changed. While beforehand, customers contacted companies through letters or phone calls, nowadays they have the opportunity to raise their voices online and share their dissatisfactions not only with the organisation involved but with their entire network. Therefore, this thesis investigates how service organisations deal with customer complaints filed on social network sites. The focus of this essay was put on the public aspect of social media and how companies handle potential imagethreatening posts. This research project was done by observing and
interviewing the social media teams of three Belgian service companies.
Additionally, the researcher scanned the companies’ online activity. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/4770227
- author
- Bruynooghe, Barbara Marie Cornelia LU
- supervisor
- organization
- course
- SKPM08 20141
- year
- 2014
- type
- H2 - Master's Degree (Two Years)
- subject
- keywords
- Customer complaints, consumer complaints, social network sites, social media, strategic public relations, complaint management
- language
- English
- id
- 4770227
- date added to LUP
- 2014-11-07 11:46:31
- date last changed
- 2014-11-07 11:46:31
@misc{4770227, abstract = {{“The customer is always right”: A qualitative study of how service-providing companies deal with public customer complaints filed on social network sites. Customers have always voiced their complaints, but with the emergence of the Internet and the rise of social media, the medium they used to do so has changed. While beforehand, customers contacted companies through letters or phone calls, nowadays they have the opportunity to raise their voices online and share their dissatisfactions not only with the organisation involved but with their entire network. Therefore, this thesis investigates how service organisations deal with customer complaints filed on social network sites. The focus of this essay was put on the public aspect of social media and how companies handle potential imagethreatening posts. This research project was done by observing and interviewing the social media teams of three Belgian service companies. Additionally, the researcher scanned the companies’ online activity.}}, author = {{Bruynooghe, Barbara Marie Cornelia}}, language = {{eng}}, note = {{Student Paper}}, title = {{The customer is always right}}, year = {{2014}}, }