The impact of cyberostracism on online complaint handling: Is "automatic reply" any better than "no reply"?

Author: Mattila Anna S.   Andreau Luisa   Hanks Lydia   Kim Ellen E.  

Publisher: Emerald Group Publishing Ltd

ISSN: 0959-0552

Source: International Journal of Retail & Distribution Management, Vol.41, Iss.1, 2013-01, pp. : 45-60

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Abstract