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Complaining in Cyberspace: The Motives and Forms of Hotel Guests' Complaints Online
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  • 2020An examination of interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention76 cited
  • 2018Omni-channel service failures and recoveries: refined typologies using Facebook complaints

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72 cited
  • 2021Heritage hotels and customer experience: a text mining analysis of online reviews66 cited
  • 2015Customer e-complaining behaviours using social media59 cited
  • 2022Online service failure: antecedents, moderators and consequences56 cited