Don't apologize but explain: the use and effects of corporate apologies in webcare responses to NWOM messages of flight passengers

Charlotte van Hooijdonk (Speaker), Liebrecht, C. (Speaker)

Activity: Talk or presentation typesOral presentationScientific

Period7 Feb 2019
Event titleEtmaal van de Communicatiewetenschap
Event typeConference
LocationNijmegen, Netherlands
Degree of RecognitionNational

Keywords

  • Webcare
  • strategie
  • corporate communicatie
  • Customer service