Omni-channel service failures and recoveries: refined typologies using Facebook complaints Rosenmayer, Anneliese, McQuilken, Lisa, Robertson, Nichola and Ogden, Steve 2018, Omni-channel service failures and recoveries: refined typologies using Facebook complaints, Journal of services marketing, vol. 32, no. 3, pp. 269-285, doi: 10.1108/JSM-04-2017-0117. Attached Files Name Description MIMEType Size Downloads Title Omni-channel service failures and recoveries: refined typologies using Facebook complaints Author(s) Rosenmayer, Anneliese McQuilken, Lisa Robertson, Nichola orcid.org/0000-0002-9564-0945 Ogden, Steve orcid.org/0000-0002-9035-0586 Journal name Journal of services marketing Volume number 32 Issue number 3 Start page 269 End page 285 Total pages 17 Publisher Emerald Publishing Limited Place of publication Bingley, Eng. Publication date 2018 ISSN 0887-6045 Keyword(s) Facebook service recovery customer complaints service failures department store omni-channel Language eng DOI 10.1108/JSM-04-2017-0117 Field of Research 1505 Marketing HERDC Research category C1 Refereed article in a scholarly journal ERA Research output type C Journal article Copyright notice ©2018, Emerald Publishing Limited Persistent URL http://hdl.handle.net/10536/DRO/DU:30106996 Document type: Journal Article Collection: Department of Management Related Links Link Description Connect to published version Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Thu, 22 Mar 2018, 15:27:12 EST Fri, 23 Mar 2018, 04:00:28 EST Fri, 23 Mar 2018, 05:03:17 EST Wed, 02 May 2018, 08:58:20 EST Wed, 02 May 2018, 09:01:30 EST Wed, 02 May 2018, 09:02:15 EST Sat, 12 May 2018, 02:31:10 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 53 Abstract Views, 2 File Downloads  -  Detailed Statistics Created: Thu, 22 Mar 2018, 15:27:12 EST

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