Complainers' resource investment and mobilization in digital environments using Conservation of Resources theory

Abstract

PurposeThe purpose of this paper is to consider whether consumers can recover from a service failure by utilizing internal and external energy resources that are available to them at the time of an online complaint. Based on the Conservation of Resources (COR) theory, this research conceptualizes the complainers' act of complaining through internal and external energy resources. By investing (direct utilization of resources) and mobilizing (utilizing resources to change the trajectory of a loss) these resources, this study aims to understand which resources (internal or external) and what strategies (investment or mobilization) are effective in the face of a resource loss.Design//methodology/approachStudy 1 aimed to test the impact of energy resources (motivation and affordance) on consumers' negative emotions and satisfaction with their complaints through an online panel survey. Study 2 was a between-subjects design experiment aimed to overcome the diversity of the circumstances around a service failure, complaint motivation and complaints that were captured in Study 1.FindingsThis study provides evidence of the negative and positive effects of internal and external energy resources, respectively, in altering the consumer's emotions and behavioral intentions. The findings of this study underline the role of affordances of features, specifically perceived conversationality of digital features, in improving consumers' relationship with the defaulting firm.Practical implicationsBased on the findings related to the perceived conversationality of digital features, managers are urged to explore the affordances of online features that consumers use for communications, in general, or for complaints, in particular.Originality/valueTo our understanding, this paper is the first study to employ COR theory as a conceptual background, and in turn, the first to conceptualize complaint motivations and online complaint features as internal and external resources, respectively. As such, this study is the first of its kind to examine complaint media systematically.

Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity

“…Service research acknowledges the customer as the creator and consumer of communication about offerings, brands and experiences (Beh et al. , 2020).…”

“…It refers to establishing opportunities for communication anywhere and anytime so that users can feel engaged in two-sided communication (Labrecque, 2014). Notably, Beh et al. (2020) discussed “conversationality” as an affordance that allows information exchange between users, which we consider to be only a part of interactivity because it neglects the reciprocity of UCC beyond information exchange.…”

Technologies in service communication: looking forward

“…The affordances perspective emphasizes the multidimensional and relational nature of the roles and impact of new technologies on the interactions and relationships between technologies and users (Beh et al. , 2020).…”

Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion

“…Such tensions among actors in a service ecosystem, and their desire to conserve and protect their own resources could lead to further resource imbalances in the system. According to Hobfoll et al (2018; see Beh et al , 2020), an imbalance can occur in the following cases, which are exemplified by relating to refugees and citizens (Horesh and Brown, 2020):Significant or vital resources are exposed to potential loss : refugees might experience psychological challenges by the threat of being wounded in a war-torn country or by facing an increased likelihood of contracting the virus during their escape from that country. Citizens might perceive a potential decline in resources available to maintain their physical wellbeing as they are redirected toward refugees (Kabadayi, 2019).…”