'Can you send us a PM please?' : Service recovery interactions on social media from the perspective of organizational legitimacy
- Author
- Rebecca Van Herck, Sofie Decock (UGent) and Bernard De Clerck (UGent)
- Organization
- Keywords
- Service recovery, Webcare, Legitimacy, Discursive legitimation, Persuasive discourse, MANAGING LEGITIMACY, STRATEGIES, DISCOURSE, PERSUASION, COMPLAINT, PATHOS, LOGOS, ETHOS
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Citation
Please use this url to cite or link to this publication: http://hdl.handle.net/1854/LU-8680326
- 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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