Einwiller, Sabine A.; & Steilen, Sarah (2015). Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies. Public Relations Review, 41(2), 195-204. Summary Social media provide numerous possibilities for people to voice complaints about organizations in public. This can damage the reputation … Continue reading Handling Complaints on Social Network Sites – An Analysis of Complaints and Complaint Responses on Facebook and Twitter Pages of Large US Companies