Flippern statt Bowling – Marketing im Zeitalter von Social Media

Hennig‐Thurau, Thorsten; Esche, Jonas vor dem; Bloching, Björn

doi:10.1365/s11621-012-0145-2

Cited by 8 publications

(1 citation statement)

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“…Not surprisingly, the amount of feedback that firms receive from customers -both directly and indirectly -has increased over the last years (Liu/Zhang, 2010). While research investigates how firms and employees should react to these increasing interactions (e.g., Hennig-Thurau et al 2012;Schögel/Mrkwicka 2011), insights are lacking on how firms and especially employees are affected by the increasing amount of feedback they receive in these interactions. We address this gap with two large-scale studies in which we investigate (a) the status quo of firms' customer feedback management and (b) how customer complaints and compliments are related to employee outcomes such as emotional exhaustion or employee productivity.…”

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confidence: 99%

Energizing Companies through Customer Compliments

Kipfelsberger

Bruch

Herhausen

2015

Mark Rev St. Gallen

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While complaint management has received much attention, customer compliments and their systematic handling have been largely ignored. Based on two empirical studies, this article suggests that customer compliments bear great potential for benefiting firms, and gives recommendations on how managers can enable, stimulate, and amplify positive customer feedback.Managers' prevalent way of thinking regarding feedback management is represented by the following statement: "We are pleased about positive customer feedback but their complaints are more important for us.

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confidence: 99%