@article{SugathanRossmannRanjan2018,
  author    = {Praveen Sugathan and Alexander Rossmann and Kumar Rakesh Ranjan},
  title     = {Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels},
  journal   = {European journal of marketing},
  volume    = {52},
  number    = {5/6},
  pages     = {973 -- 1006},
  doi       = {10.1108/EJM-04-2016-0228},
  year        = {2018},
}