{"id":"https://openalex.org/W4391389389","doi":"https://doi.org/10.1108/intr-06-2022-0439","title":"Gaining customer engagement in social media recovery: the\u00a0moderating roles of timeliness and personalization","display_name":"Gaining customer engagement in social media recovery: the\u00a0moderating roles of timeliness and personalization","publication_year":2024,"publication_date":"2024-01-31","ids":{"openalex":"https://openalex.org/W4391389389","doi":"https://doi.org/10.1108/intr-06-2022-0439"},"language":"en","primary_location":{"id":"doi:10.1108/intr-06-2022-0439","is_oa":false,"landing_page_url":"https://doi.org/10.1108/intr-06-2022-0439","pdf_url":null,"source":{"id":"https://openalex.org/S63576417","display_name":"Internet Research","issn_l":"1066-2243","issn":["1066-2243","2054-5657"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Internet Research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5048384051","display_name":"Andreawan Honora","orcid":"https://orcid.org/0000-0001-6809-2210"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Andreawan Honora","raw_affiliation_strings":[],"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063789764","display_name":"Kai-Yu Wang","orcid":"https://orcid.org/0000-0002-5595-8721"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Kai-Yu Wang","raw_affiliation_strings":[],"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5031396376","display_name":"Wen\u2010Hai Chih","orcid":"https://orcid.org/0000-0001-8388-2499"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Wen-Hai Chih","raw_affiliation_strings":[],"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5048384051"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":14.9947,"has_fulltext":false,"cited_by_count":13,"citation_normalized_percentile":{"value":0.98807858,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":99},"biblio":{"volume":"34","issue":"6","first_page":"1963","last_page":"1991"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9975000023841858,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9919000267982483,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/personalization","display_name":"Personalization","score":0.8208636045455933},{"id":"https://openalex.org/keywords/customer-engagement","display_name":"Customer engagement","score":0.7428433299064636},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.6384522914886475},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5814541578292847},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.3879563808441162},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3792966604232788},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3729482591152191},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.36409834027290344},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.35858336091041565},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.3540816307067871},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.29087406396865845},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.2882078289985657},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.09698793292045593}],"concepts":[{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.8208636045455933},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.7428433299064636},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.6384522914886475},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5814541578292847},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3879563808441162},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3792966604232788},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3729482591152191},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.36409834027290344},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.35858336091041565},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.3540816307067871},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.29087406396865845},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2882078289985657},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.09698793292045593}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/intr-06-2022-0439","is_oa":false,"landing_page_url":"https://doi.org/10.1108/intr-06-2022-0439","pdf_url":null,"source":{"id":"https://openalex.org/S63576417","display_name":"Internet Research","issn_l":"1066-2243","issn":["1066-2243","2054-5657"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Internet Research","raw_type":"journal-article"},{"id":"pmh:oai:pure.atira.dk:publications/89c9a4c4-2063-4621-9ee4-0f42a3a23c9c","is_oa":false,"landing_page_url":"https://research-repository.uwa.edu.au/en/publications/89c9a4c4-2063-4621-9ee4-0f42a3a23c9c","pdf_url":null,"source":{"id":"https://openalex.org/S4306402523","display_name":"UWA Profiles and Research Repository (University of Western Australia)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I177877127","host_organization_name":"The University of Western Australia","host_organization_lineage":["https://openalex.org/I177877127"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Honora, A, Wang, KY & Chih, WH 2024, 'Gaining customer engagement in social media recovery : the moderating roles of timeliness and personalization', Internet Research, vol. 34, no. 6, pp. 1963-1991. https://doi.org/10.1108/INTR-06-2022-0439","raw_type":"info:eu-repo/semantics/publishedVersion"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","display_name":"Peace, Justice and strong institutions","score":0.7599999904632568}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":99,"referenced_works":["https://openalex.org/W144281437","https://openalex.org/W616490907","https://openalex.org/W1113986815","https://openalex.org/W1146896268","https://openalex.org/W1432172627","https://openalex.org/W1549401799","https://openalex.org/W1549434744","https://openalex.org/W1778542915","https://openalex.org/W1917304459","https://openalex.org/W1967646774","https://openalex.org/W1969709029","https://openalex.org/W1971916001","https://openalex.org/W1976748235","https://openalex.org/W1984212289","https://openalex.org/W1998668054","https://openalex.org/W2003258289","https://openalex.org/W2003413782","https://openalex.org/W2006769243","https://openalex.org/W2031564884","https://openalex.org/W2033412848","https://openalex.org/W2038549278","https://openalex.org/W2038821593","https://openalex.org/W2040384293","https://openalex.org/W2055471196","https://openalex.org/W2065517342","https://openalex.org/W2078846826","https://openalex.org/W2081557788","https://openalex.org/W2083113231","https://openalex.org/W2092259656","https://openalex.org/W2098572648","https://openalex.org/W2102864625","https://openalex.org/W2105527445","https://openalex.org/W2106096361","https://openalex.org/W2106238254","https://openalex.org/W2115379661","https://openalex.org/W2131096463","https://openalex.org/W2132351260","https://openalex.org/W2132652356","https://openalex.org/W2134104271","https://openalex.org/W2144579372","https://openalex.org/W2145855633","https://openalex.org/W2158720382","https://openalex.org/W2162486273","https://openalex.org/W2162643738","https://openalex.org/W2163000154","https://openalex.org/W2166812959","https://openalex.org/W2170341313","https://openalex.org/W2179529207","https://openalex.org/W2184943477","https://openalex.org/W2209836084","https://openalex.org/W2264730341","https://openalex.org/W2283968330","https://openalex.org/W2294671587","https://openalex.org/W2330190056","https://openalex.org/W2335710260","https://openalex.org/W2416572746","https://openalex.org/W2486167032","https://openalex.org/W2512973410","https://openalex.org/W2518504113","https://openalex.org/W2562664318","https://openalex.org/W2582857361","https://openalex.org/W2606357051","https://openalex.org/W2613515588","https://openalex.org/W2739894979","https://openalex.org/W2782830549","https://openalex.org/W2791135778","https://openalex.org/W2807102594","https://openalex.org/W2892469564","https://openalex.org/W2896298032","https://openalex.org/W2905852549","https://openalex.org/W2914077568","https://openalex.org/W2916768622","https://openalex.org/W2941423678","https://openalex.org/W2944391848","https://openalex.org/W2945479702","https://openalex.org/W2962967539","https://openalex.org/W2966860299","https://openalex.org/W2970950154","https://openalex.org/W3022179184","https://openalex.org/W3033338677","https://openalex.org/W3036802701","https://openalex.org/W3040982321","https://openalex.org/W3080624831","https://openalex.org/W3082693176","https://openalex.org/W3083749286","https://openalex.org/W3093324219","https://openalex.org/W3108006229","https://openalex.org/W3124507438","https://openalex.org/W3139820797","https://openalex.org/W3181383233","https://openalex.org/W3206470124","https://openalex.org/W4235739921","https://openalex.org/W4254573337","https://openalex.org/W4255659084","https://openalex.org/W4296289882","https://openalex.org/W4313398730","https://openalex.org/W4323567361","https://openalex.org/W4362579622","https://openalex.org/W4365455812"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W2109940557","https://openalex.org/W2466832359","https://openalex.org/W3172493050","https://openalex.org/W3097186570","https://openalex.org/W2751330839","https://openalex.org/W2781725988","https://openalex.org/W3123714837","https://openalex.org/W2890689040","https://openalex.org/W4221118696"],"abstract_inverted_index":{"Purpose":[0],"This":[1,182],"research":[2,183],"investigates":[3],"the":[4,10,24,53,69,83,131,139,166,188,196,205,211,214,224,229,245,249],"role":[5,67,250],"of":[6,12,27,86,96,108,130,142,151,191,198,213,231,251],"customer":[7,19,61,76,91,101,192,199],"forgiveness":[8,58,102,140,230],"as":[9],"result":[11],"online":[13,37,133,173,225,262],"service":[14,72,87,97,122,152,252],"recovery":[15,73,88,98,153,253],"transparency":[16,74,89,99,154,254],"in":[17,31,68,160,234,259],"predicting":[18],"engagement.":[20,77,239],"It":[21,201],"also":[22,202],"examines":[23],"moderating":[25],"roles":[26],"timeliness":[28,79,109],"and":[29,44,63,75,80,110],"personalization":[30,81,111],"this":[32],"proposed":[33,54],"model.":[34],"Design/methodology/approach":[35],"An":[36],"survey":[38],"study":[39,48],"using":[40],"retrospective":[41],"experience":[42],"sampling":[43],"a":[45,65,121,148,161],"scenario-based":[46],"experimental":[47],"were":[49],"conducted":[50],"to":[51,137,146,157,170,172,204,216,236],"test":[52],"hypotheses.":[55],"Findings":[56],"Customer":[57],"positively":[59],"influences":[60,228],"engagement":[62,119,193],"plays":[64],"mediating":[66],"relationship":[70],"between":[71],"Additionally,":[78,240],"moderate":[82],"positive":[84,94],"influence":[85,95,207],"on":[90,100],"forgiveness.":[92,128,200],"The":[93],"is":[103,145,168],"more":[104],"apparent":[105],"when":[106,165],"levels":[107],"decrease.":[112],"Practical":[113],"implications":[114],"To":[115],"retain":[116],"focal":[117,143,232],"customers'":[118,220],"after":[120],"failure,":[123],"firms":[124],"must":[125],"obtain":[126],"their":[127,158,238],"One":[129],"firm's":[132],"complaint":[134,226],"handling":[135,227],"strategies":[136],"increase":[138],"level":[141,150],"customers":[144,233],"provide":[147,177],"high":[149],"(i.e.":[155],"responding":[156],"complaints":[159,174],"public":[162],"channel),":[163],"especially":[164],"firm":[167],"unable":[169],"respond":[171],"quickly":[175],"or":[176],"highly":[178],"personalized":[179],"responses.":[180],"Originality/value":[181],"provides":[184,242],"new":[185],"insights":[186],"into":[187,244],"underlying":[189],"mechanism":[190],"by":[194,209],"applying":[195,210],"concept":[197],"contributes":[203],"social":[206],"theory":[208,215],"essence":[212],"explain":[217],"how":[218],"other":[219],"virtual":[221],"presence":[222],"during":[223],"order":[235],"gain":[237],"it":[241],"insight":[243],"conditions":[246],"under":[247],"which":[248],"can":[255],"be":[256],"very":[257],"effective":[258],"dealing":[260],"with":[261],"complaints.":[263]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":4}],"updated_date":"2026-03-20T23:20:44.827607","created_date":"2025-10-10T00:00:00"}