Louis B. Schwartz’s scientific contributions

... Customer relationship management has long been recognized by researchers and practitioners to be crucial for brands. Hirschman's (1972) Exit, Voice, and Loyalty theory suggests that when consumers experience a decreased quality of service, they can either exit or leave the organization or business providing the service or voice their complaints to receive a response or compensation from brands. Based on this theory, prior research has provided different frameworks to properly and effectively manage consumers' complaints to increase consumer satisfaction and avoid risks that could result from these complaints (Gu and Ye 2014;Maecker et al. 2016), such as the spread of negative word of mouth (Fornell & Wernerfelt, 1987;Smith et al., 1999). ...

Reference:

The Impact of Customer Service Accounts on Social Media Consumer Engagement: A Natural Experiment