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ArticleCan you hear me now? Learning from customer stories

G. Anthony Gorry2011

Article2011

Can you hear me now? Learning from customer stories

G. Anthony Gorry · Robert A. Westbrook

64 citations·0/0 files stored·Business Horizons

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Customer Service Quality and Loyalty Digital Marketing and Social Media Service and Product Innovation

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References

1954The critical incident technique.1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research 2007Critical Incident Technique 1997Talking about Machines: An Ethnography of a Modern Job 1993The Voice of the Customer 1997Interpreting Consumers: A Hermeneutical Framework for Deriving Marketing Insights from the Texts of Consumers’ Consumption Stories 2007Empathy and the Novel 1997Strategy Retold: Toward a Narrative View of Strategic Discourse

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2017Exploring the effect of user engagement in online brand communities: Evidence from Twitter 2019A Critical Plot Twist: Changing Characters and Foreshadowing the Future of Organizational Storytelling 2015Dissatisfaction and violation: two distinct consequences of the wait experience 2023An empirical investigation of repeated donations on crowdfunding platforms during COVID-19 2014A framework for dealing with fundamental knowledge problems through social media

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Details

Year2011

Typearticle

Published2011-08-31

VenueBusiness Horizons

ISSN-L0007-6813

Languageen

Citations64

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.bushor.2011.08.002

openalex_workW1983296383

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2014

DANCING WITH THE PARADOX — SOCIAL MEDIA IN INNOVATION THROUGH COMPLEXITY LENS

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