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'Can you send us a PM please?' : Service recovery interactions on social media from the perspective of organizational legitimacy

Rebecca Van Herck (UGent) , Sofie Decock (UGent) and Bernard De Clerck (UGent)
Author
Organization
Keywords
Service recovery, Webcare, Legitimacy, Discursive legitimation, Persuasive discourse, MANAGING LEGITIMACY, STRATEGIES, DISCOURSE, PERSUASION, COMPLAINT, PATHOS, LOGOS, ETHOS

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Citation

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MLA
Van Herck, Rebecca, et al. “’Can You Send Us a PM Please?’ : Service Recovery Interactions on Social Media from the Perspective of Organizational Legitimacy.” DISCOURSE CONTEXT & MEDIA, vol. 38, 2020, doi:10.1016/j.dcm.2020.100445.
APA
Van Herck, R., Decock, S., & De Clerck, B. (2020). ’Can you send us a PM please?’ : Service recovery interactions on social media from the perspective of organizational legitimacy. DISCOURSE CONTEXT & MEDIA, 38. https://doi.org/10.1016/j.dcm.2020.100445
Chicago author-date
Van Herck, Rebecca, Sofie Decock, and Bernard De Clerck. 2020. “’Can You Send Us a PM Please?’ : Service Recovery Interactions on Social Media from the Perspective of Organizational Legitimacy.” DISCOURSE CONTEXT & MEDIA 38. https://doi.org/10.1016/j.dcm.2020.100445.
Chicago author-date (all authors)
Van Herck, Rebecca, Sofie Decock, and Bernard De Clerck. 2020. “’Can You Send Us a PM Please?’ : Service Recovery Interactions on Social Media from the Perspective of Organizational Legitimacy.” DISCOURSE CONTEXT & MEDIA 38. doi:10.1016/j.dcm.2020.100445.
Vancouver
1.
Van Herck R, Decock S, De Clerck B. ’Can you send us a PM please?’ : Service recovery interactions on social media from the perspective of organizational legitimacy. DISCOURSE CONTEXT & MEDIA. 2020;38.
IEEE
[1]
R. Van Herck, S. Decock, and B. De Clerck, “’Can you send us a PM please?’ : Service recovery interactions on social media from the perspective of organizational legitimacy,” DISCOURSE CONTEXT & MEDIA, vol. 38, 2020.
@article{8680326,
  articleno    = {100445},
  author       = {Van Herck, Rebecca and Decock, Sofie and De Clerck, Bernard},
  issn         = {2211-6958},
  journal      = {DISCOURSE CONTEXT & MEDIA},
  keywords     = {Service recovery,Webcare,Legitimacy,Discursive legitimation,Persuasive discourse,MANAGING LEGITIMACY,STRATEGIES,DISCOURSE,PERSUASION,COMPLAINT,PATHOS,LOGOS,ETHOS},
  language     = {eng},
  pages        = {15},
  title        = {'Can you send us a PM please?' : Service recovery interactions on social media from the perspective of organizational legitimacy},
  url          = {http://dx.doi.org/10.1016/j.dcm.2020.100445},
  volume       = {38},
  year         = {2020},
}

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