Customer e-complaining behaviours using social media

Balaji, M.S.; Jha, Subhash; Royne, Marla B.

doi:10.1080/02642069.2015.1062883

Cited by 39 publications

(32 citation statements)

References 66 publications

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“…Appraisal theory also suggests that negative emotions such as helplessness create a desire to deflect responsibility to the “wrong‐doing” party and engage in retaliatory behaviors (Grégoire & Fisher, ; Ward & Ostrom, ; Wiggin & Yalch, ). Helplessness has been identified as one of the important factors influencing consumer online WOM complaints (Balaji, Jha, & Royne, ; Gelbrich, ; Singh & Pandya, ; Xu, Yap & Hyde, ). Because people who feel helpless also feel less empowered to deal directly with a firm to seek active recovery, reparation, and redress, they are also more likely to feel highly betrayed by the firm (Grégoire et al., ).…”

Section: Consumer Online Revenge: Conceptual Frameworkmentioning

confidence: 99%

Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes

Obeidat

Xiao

Iyer

et al. 2017

Psychology and Marketing

106

104

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Given the pervasive spread and use of the Internet and social media, consumer use of these new forums for expressing their revenge intentions has also increased. This research examines the impacts of service outcome and service process failures on consumer online revenge intentions. Using insights from cognitive appraisal theory, a comprehensive model is developed and tested to examine the impacts of service failure types on consumers’ primary and secondary appraisal processes that lead to online revenge intentions. The model was tested in the United Kingdom and Jordan. Results show that for the two countries, different service failure types lead to different cognitive appraisal processes, and to intentions to use different online revenge platforms.

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Section: Consumer Online Revenge: Conceptual Frameworkmentioning

confidence: 99%

Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes

Obeidat

Xiao

Iyer

et al. 2017

Psychology and Marketing

106

104

View full text Add to dashboard Cite

show abstract

“…A qualitative methodology based on an inductive, explorative and phenomenological approach was selected for this study. Such approach was selected as studies of CCB in the context of social media remain scare (Balaji et al, 2015). In addition, the researchers sought to explore the reasons why certain complaint actions were chosen and to look through the eyes of the respondents by using an inductive approach to understand their actions and opinions in their social context (Mehmetoglu, 2004).…”

Section: Methodsmentioning

confidence: 99%

“…It can be assumed that the recruited respondents felt that their unfavourable experiences were important and thus could have been more inclined to participate in the study to express their frustration. Although this may have caused a bias in the section process and the result, the findings are useful in understanding CCB in the context of social media, as customer complaints on Facebook are dominated by customers who have experienced double deviation (Balaji et al, 2015;Tripp & Gregoire, 2011).…”

Section: Data Collection and Methodsmentioning

confidence: 99%

“…Furthermore, unfair handling of the initiate complaint that results in double deviation, which is further discussed in the following section, is also one of the key motives for complaints voiced on the social media. While double deviation may occur regardless of the usage of social media as a channel for complaints and not all customers who complain online are the victims of double deviation, a large number of complaints voiced on the social media such as Facebook are in fact followed by the occurrence of double deviation (Balaji et al, 2015;Tripp & Gregoire, 2011).…”

Section: Ccb In the Context Of Social Mediamentioning

confidence: 99%

“…While complaint behaviour and service failure recoveries in Customer complaint behaviour (CCB) in the retail sector 2 The International Review of Retail, Distribution and Consumer Research, DOI: doi.org/10. 1080/09593969.2018.1556179 general have been studied extensively, there are a paucity of empirical studies focusing on customer complaint behaviour (CCB) in the context of social media (Balaji, Jha, & Royne, 2015). Additionally, further knowledge is needed about why a customer chooses certain complaint actions (Tronvoll, 2012).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?

Mei

Bagaas

Relling

2018

The International Review of Retail, Distribution and Consumer R

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With the increasing usage of platforms such as Facebook, understanding customer complaint behaviour (CCB) in the context of the social media is imperative for any businesses. Of the two billion users on Facebook, more than half of its users have shared their product-related experiences with others on the platform (Logan, 2014). This paper aims to explore CCB in the context of social media in regards to customers' unfavourable buying experiences in the retail sector. A qualitative research approach and 12 in-depth interviews were conducted. The findings indicate that the respondents' initial contact with the retailer directly resulted in service recovery failures and undesirable outcomes. Such double deviation then leads to frustration and uncertainty of the situation, which furthermore led to the respondents' need to voice their complaint by sharing their unfavourable experiences on Facebook. The main reasons for the respondents to voice their complaints on the platform is to vent frustration, to share their unfavourable experiences, a need to be seen, understood and respected, to seek revenge by damaging the retailer's reputation as well as offering the retailer a chance to improve. A proper way to manage complaints, in which frontline employees can solve the problem before the customers feel the needs to turn to the social media, is crucial. However, once the complaints is voiced on Facebook, it is imperative to respond to the complaints and acknowledge the problem rather than ignoring the situation.Since the study requires reflections and opinions of the respondents, a qualitative methodology approach and semi-structured interviews were applied. While customers may voice both favourable and unfavourable experiences on the social media as part of electronic word-ofmouth (e-WOM), this paper focuses on the latter such as customer complaints. In addition, the study concentrates on the respondents' perceptions and their point-of-view of the given situation that they have experienced.

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Exploring the role of the Amazon effect on customer expectations: An analysis of user‐generated content in consumer electronics retailing

Vollero

Sardanelli

Siano

2021

J of Consumer Behaviour

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While Amazon's disruption of the retail market has been associated with significant changes in consumer behavior, empirical studies on how interacting with Amazon has changed customers' expectations toward other offline/online retailers remain scarce. Such Amazon‐driven perceptions of service attributes are sometimes referred to as the ‘Amazon effect’. After clarifying the meaning of the Amazon effect and reviewing the studies on consumer complaints online, this paper aims to identify key triggers for the Amazon effect from consumer comments on social media. Based on natural language processing techniques, a content and sentiment analysis of users' comments drawn from the Facebook pages of three leading consumer electronics retailers in Italy over a two‐year span (2016–2018) was used to evaluate the dissatisfaction toward these retailers associated to Amazon‐related service attributes. The findings show that there is a wide diffusion of consumer comments and service complaints related to the Amazon effect on consumer electronics retailers, especially regarding price, customer service, in‐store staff, and post‐purchase support. Compared with corresponding evaluations on the Italian Amazon website, the negative sentiments revealed in consumers' comments on Facebook suggest that the Amazon's service standards have raised consumer expectations and have made consumers less satisfied when they interact with other retailers. We argue the need for further research to better clarify Amazonification in terms of customer impatience and dissatisfaction in general, also going beyond price and logistics issues, which are usually considered as the main constitutive factors.

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Customer e-complaining behaviours using social media

Cited by 39 publications

References 66 publications

Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes

Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes

Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?

Exploring the role of the Amazon effect on customer expectations: An analysis of user‐generated content in consumer electronics retailing

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