First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction
Version of Record online: 25 JUN 2013
© 2013 Production and Operations Management Society
Production and Operations Management
Volume 23, Issue 4, pages 570–582, April 2014
How to Cite
Gu, B. and Ye, Q. (2014), First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction. Production and Operations Management, 23: 570–582. doi: 10.1111/poms.12043
- Issue online: 15 APR 2014
- Version of Record online: 25 JUN 2013
- Manuscript Accepted: 17 MAY 2012
- Manuscript Received: 1 DEC 2009
- National Science Foundation of China . Grant Numbers: 70890082, 71225003
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