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40. Fishburn Hedges and Echo Research, The Social Media Customer, Institute of Customer Service, https://www.instituteofcustomerservice.com/files/The_social_media_customer_by_Fishburn_Hedges.pdf ( 11, 2015).

41. Gadi Benmark and Dan Singer, Turn Customer Care into Social Care to Break Away from the Competition, Harvard Business Review, December 19, 2012, https://hbr.org/2012/12/turn-customer-care-into-social/ ( 11, 2015).
42. Olga Ter Voert, Complaints on Social Media (and How to Minimise the Damage They Cause). TNS NIPO, November 28, 2013, http://www.slideshare.net/oursocialtimes/complaints on social-media-and-how to minimise-the-damage-they-cause-olga-ter-voert-tns-nipo ( 7, 2015).
43. Priscilla Joness profile on Spiceworks, http://community.spice works.com/people/priscilla hp ( 11, 2015).
44. Chris Gillis and Priscilla Jones, HP P4515X Has an Identity Issue, Spiceworks, http://community.spiceworks.com/topic/953926 hp p4515x-has an identity-issue ( 11, 2015).
45. Hotel 41 profile page, TripAdvisor, http://www.tripadvisor.com/ Hotel_Review-g186338-d188961-Reviews-Hotel_41-London _England.html#REVIEWS ( 11, 2015).
46. Douglas L., Service Beyond Any Expectation, TripAdvisor, June 16, 2015, http://www.tripadvisor.com/ShowUserReviews-g186338-d188961-r280686288-Hotel_41-London_England.html# ( 11, 2015).
47. Bill Tancer, Everyones a Critic (New York: Portfolio, 2014), Kindle edition.
48. Wendy Davis, Yelp Takes Aim at Fake Review Purveyors, Online Media Daily, February 17, 2015, http://www.mediapost.com/ publications/article/243957/yelp-takes-aim at fake-review-purveyors.html# ( 11, 2015).
49. WanderingRoots and Murray Waters, TripAdvisor, http://www.tripadvisor.com/ShowUserReviews-g155043-d188301-r120803621-Ramada_Saskatoon-Saskatoon_Saskatchewan.html ( 11, 2015).
50. Chef John Howie, Lets See If We Cant Fix That Experience for Her, YouTube, June 11, 2009, https://www.youtube.com/watch?v=iaRkLPQHGLg&feature=youtu.be ( 11, 2015).

51. Primrose Riordan, Sarah Hanson-Young Reads Out Mean Tweets in New Video, Sydney Morning Herald, March 19, 2015, http:// www.smh.com.au/ federal-politics/ political-news/sarah -hansonyoung-reads-out-mean-tweets in new-video‐201503191m2sww.html ( 11, 2015).
Joe Mullin, FTC Busts Auto-Shipping Company for Its Discounts-for-Reviews Deal, Ars Technica, April 20, 2015, http://arstechnica.com/tech-policy/2015/04/20/ftc-busts-auto-shipping-company-for-its-discounts-for-reviews-deal/( 11, 2015).
52. Tancer, Everyones a Critic.
53. Will Cook, Grade DC: How Citizen Feedback Is Changing Service Delivery, Government Technology, October 16, 2013, http:// www.govtech.com/ data/ Grade DC How Citizen Feedback Is Changing-Service-Delivery.html ( 11, 2015).
54. Bad Reviews Are Good for Business, Reevoo, eBook, 2013, https://www.reevoo.com/resources/bad-reviews-are-good-for business/ ( 11, 2015).
55. Conversocial, The Definitive Guide to Social Customer Service, 2015 edition, http://cdn2.hubspot.net/hubfs/154001/The_Definitive _Guide_to_Social_Customer_Service_2015.pdf ( 11, 2015).
56. Todd Kron, Twitter, https://twitter.com/Shutterstock/status/56808 4567485255680 ( 11, 2015).
57. Suzanne Deveney, Twitter, https://twitter.com/soozed/status/5680 97544787644417 ( 11, 2015).
58. Cade Metz, Twitter Now Lets Total Strangers Direct-Message You, Wired, April 20, 2015, http://www.wired.com/2015/04/twitter allows-direct-messages-people-dont-follow/ ( 11, 2015).
59. uShip, Facebook page member support application, https://www.facebook.com/uShip/app_267506003363207 ( 11, 2015).
60. Jillian DOnfro, Facebook Made a Huge Move This Week That Could Lead to Its Next Billion-Dollar Business, Business Insider, June 27, 2015, http://www.businessinsider.com/why-facebook-messenger is big-business-for-facebook‐2015 6 ( 11, 2015).
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