Kooyman, Stephen W.2016-12-062016-12-062016-05https://hdl.handle.net/1794/2196548 PagesThe number of complaints and negative feedback delivered via social media continue to increase, and marketing, public relations and customer service leaders need to develop comprehensive, integrated corporate plans to successfully monitor and respond to these customer issues. This annotated bibliography presents selected literature on understanding customer social media usage, its impacts on customer complaint interactions, and the best practices for successfully addressing customer complaints in social media.en-USCreative Commons BY-NC-ND 4.0-USComplaint handlingCustomer relationship managementElectronic word-of-mouthOnline complaintsSocial mediaSocial networkingWebcareTerminal Project