Governing Consumer-to-Consumer Online Incivility: A Thread-Health Operating System for Digital Service Recovery

<p>Customer service initiatives by firms on social media channels (e.g., a brand&rsquo;s web care on its Facebook page), where customers can post complaint threads and companies can respond, are among the most visible channels in digital marketing. However, firms frequently under-govern these channe...

Full description

Bibliographic Details

Main Author:	Bacile, Todd J.
Format:	Book Chapter
Language:	English
Published:	IntechOpen 2026
Subjects:	Social Sciences and Humanities
Online Access:	https://www.intechopen.com/chapters/1244237
Tags:	Add Tag No Tags, Be the first to tag this record!