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المؤلفBehera, Rajat Kumar
المؤلفBala, Pradip Kumar
المؤلفRana, Nripendra P.
المؤلفKizgin, Hatice
تاريخ الإتاحة2023-07-26T06:41:23Z
تاريخ النشر2022-12-01
اسم المنشورInformation Systems Frontiers
المعرّفhttp://dx.doi.org/10.1007/s10796-021-10231-8
الاقتباسBehera, 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.
الرقم المعياري الدولي للكتاب1387-3326
معرّف المصادر الموحدhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85123106856&origin=inward
معرّف المصادر الموحدhttp://hdl.handle.net/10576/46347
الملخصA 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.
اللغةen
الناشرSpringer Nature
الموضوعB2B
Customer experience
Post brand crisis
Social media
Techno-business platform
العنوانA Techno-Business Platform to Improve Customer Experience Following the Brand Crisis Recovery: A B2B Perspective
النوعArticle
الصفحات1-25
رقم العدد6
رقم المجلد24
ESSN1572-9419


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