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Response efficiency versus response customization: An examination of firms’ responses to platform-empowered group complaints

Year: 2026

Type: article

Source: Production and Operations Management

DOI: 10.1177/10591478261498521

Authors: Zilong Liu, Xuequn Wang, Xin (Robert) Luo, Chaoqun Chu, Tingting Song

Institutions: Dongbei University of Finance and Economics, University of New Mexico, Hong Kong Metropolitan University, Shanghai Jiao Tong University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: closed

OpenAlex ID: W7222221485

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Cites: 67

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