What Amazon knows about customer satisfaction

The letter from Amazon’s CEO to its shareholders has been doing the rounds on social media, with various comments about what it says (e.g., those six-page narrative documents in lieu of power point presentations), as well as about what it doesn’t say (namely, about the rise in Prime subscription fees).   The bit that caught … Continue reading What Amazon knows about customer satisfaction

Social Media users praise brands in private and criticise in public

Jan Kietzmann and I have been investigating how social media users talk about their consumption experiences online, a phenomenon called “electronic Word of Mouth”, or eWoM. While there is considerable research regarding why and, to an extent, how consumers engage in eWoM, our research is novel in that it: Investigates how different aspects of the … Continue reading Social Media users praise brands in private and criticise in public