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AuthorBehera, Rajat Kumar
AuthorBala, Pradip Kumar
AuthorRana, Nripendra P.
AuthorKizgin, Hatice
Available date2023-07-26T06:41:23Z
Publication Date2022-12-01
Publication NameInformation Systems Frontiers
Identifierhttp://dx.doi.org/10.1007/s10796-021-10231-8
CitationBehera, R. K., Bala, P. K., Rana, N. P., & Kizgin, H. (2022). A techno-business platform to improve customer experience following the brand crisis recovery: A B2B perspective. Information systems frontiers, 1-25.
ISSN1387-3326
URIhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85123106856&origin=inward
URIhttp://hdl.handle.net/10576/46347
AbstractA platform is a business model that allows business-to-business (B2B) participants to connect, interacts, create and exchange value. B2B exploits social media for brand building and branding is vulnerable to attacks, which leads to a brand crisis. B2B should characterise such crisis and respond proportionally to avert damage to social listening (SL). To diminish damages, the solution is to measure customer experience (CX), especially in a crisis situation. The study proposes an analytics-enabled customer experience (AeCX) platform for emotion detection in social media and measures CX after recovering from such crisis, by exploring recovery time objective (RTO), recovery point objective (RPO), techno-business features (TBF), SL and perceived risk (PR). A quantitative research methodology is used on primary data collected from 302 B2B participants. The study reveals improvement in CX and the results provide evidence that social media channels and the TBF of AeCX have become important.
Languageen
PublisherSpringer Nature
SubjectB2B
Customer experience
Post brand crisis
Social media
Techno-business platform
TitleA Techno-Business Platform to Improve Customer Experience Following the Brand Crisis Recovery: A B2B Perspective
TypeArticle
Pagination1-25
Issue Number6
Volume Number24
ESSN1572-9419


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