Adarsh Journal of Management Research

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Social Media is quickly becoming a vital part of the digital transformation that is occurring across all industries today. Due to digital transformation, online service strategies have gained prominence in practice as well as in the theory of service management. This study examines the efficiency of different types of service channels in customer complaint handling. Digital transformations contribute to the understanding of firm's multichannel distribution strategy.

Keywords

Social Media, Multichannel, Complaint Handling, Digital Transformation.
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