Brand Crisis and Customer Relationship Management on Social Media: Evidence from a Natural Experiment from the Airline Industry

• Ramah Al Balawi

  Corresponding Author

  Ramah Al Balawi

  [email protected]

  https://orcid.org/0000-0002-3408-1895

  Zicklin School of Business, Baruch College, City University of New York, New York, New York 10010;

  Search for more papers by this author

  ,
• Yuheng Hu

  Yuheng Hu

  [email protected]

  https://orcid.org/0000-0003-3665-1238

  College of Business Administration, University of Illinois at Chicago, Chicago, Illinois 60607;

  Search for more papers by this author

  ,
• Liangfei Qiu

  Liangfei Qiu

  [email protected]

  https://orcid.org/0000-0002-8771-9389

  College of Business Administration, University of Illinois at Chicago, Chicago, Illinois 60607;

  Search for more papers by this author