Timeliness, transparency, and trust: A framework for managing online customer complaints

Stevens, Jennifer; Spaid, Brian I.; Breazeale, Michael; Jones, Carol L.

doi:10.1016/j.bushor.2018.01.007

Cited by 90 publications

(56 citation statements)

References 27 publications

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“…To that end, the results of these three studies suggest appropriate strategies for doing so. While companies may be tempted to ignore a negative review altogether (Stevens et al, ), our findings demonstrate that any type of response (i.e., consumer, employee, or company) can yield more favorable outcomes than no response at all.…”

Section: Study 3: Generalizability Of Response To Negative Reviewsmentioning

confidence: 54%

Tell it like it is: The effects of differing responses to negative online reviews

Jones

Stevens

Breazeale

et al. 2018

Psychology and Marketing

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Negative electronic word-of-mouth (eWOM) has a notable impact on a consumer's online purchase decisions and attitude toward a company or product. Despite substantial research examining this phenomenon, little attention has been given to the impact of responses to negative eWOM. The authors examine negative eWOM in the form of online reviews to understand how responses may impact a consumer's product satisfaction and attitude toward the company. Three studies examine specific aspects of responses, including responder type, attribution, and severity of negative review. Consistent findings across the studies reveal while any response is better than no response, a fellow consumer responding to a negative review can produce the most beneficial outcomes. The findings of this study are important for advancing theory in relation to negative eWOM and for helping practitioners develop appropriate response strategies. K E Y W O R D Sattribution theory, congruity theory, eWOM, online reviews, word-of-mouth

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Section: Study 3: Generalizability Of Response To Negative Reviewsmentioning

confidence: 54%

Tell it like it is: The effects of differing responses to negative online reviews

Jones

Stevens

Breazeale

et al. 2018

Psychology and Marketing

Self Cite

View full text Add to dashboard Cite

show abstract

“…With the prevalence of customer citizenship behavior (CCB), many studies have shown that C-C identification is a key factor in the stimulation of CCB. For instance, Hur et al (2018) pointed out that higher levels of customer identification with enterprises (e.g., banks) resulted in a greater willingness on the part of the customers to engage in citizenship behaviors, such as assisting bank employees and recommending services to other people. Wu et al (2017) demonstrated that identification had a positive impact on CCB on social networking sites.…”

Section: Customer-company (C-c) Identification and Customer Voice Behmentioning

confidence: 99%

Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen?

Ran

Zhou

2020

Front. Psychol.

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In this study, we define customer voice behavior as a consumer's extra-role communicative behavior of offering suggestions or opinions to enterprises. We classified customer voice behavior into two dimensions: promotive and prohibitive voices. Furthermore, we explored the relationship between customer-company (C-C) identification and customer voice behavior. From a sample of 394 university students who were customers of food delivery services, the results showed that C-C identification was positively related to both promotive and prohibitive voices while felt responsibility for constructive change (FRCC) played a mediating role between C-C identification and both kinds of customer voice behavior. In addition, we found the moderating effects of self-impact, which could strengthen the impacts of FRCC on customer voice behavior and the mediating effects of FRCC. The theoretical and practical implications of this study are also discussed.

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“…At the same time, with the rapid development of the Internet, consumers can choose to express their voices online. These voices can be shared on many online platforms, including social media sites, online shopping websites and so on [9]. Besides, the voices that consumers express online will play an important role in the products and services of enterprises [10,11].…”

Section: Introductionmentioning

confidence: 99%

How Does Customer–Company Identification Enhance Customer Voice Behavior? A Moderated Mediation Model

Ran

Zhou

2019

Sustainability

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For sustainable development, enterprises need to establish a good relationship with customers. Existing studies have pointed out that customer voice behavior is beneficial to maintaining and developing customer–firm relationships. Based on social identity theory, social exchange theory and self-efficacy theory, we propose a moderated mediation model to analyze the impact of customer–company identification on customer voice behavior, which includes complaints and suggestions for service improvement. Data were collected from 487 consumers in the online takeaway industry. The results show that customer–company identification has a positive impact on both complaints and service improvement suggestions, and customer commitment plays a mediating role in these relationships. Customer voice efficacy not only strengthens the positive effect of customer commitment on complaints and service improvement suggestions, but also strengthens the indirect effect of customer–company identification on two forms of customer voice behavior. Finally, theoretical contributions, managerial contributions and future directions are discussed.

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Timeliness, transparency, and trust: A framework for managing online customer complaints

Cited by 90 publications

References 27 publications

Tell it like it is: The effects of differing responses to negative online reviews

Tell it like it is: The effects of differing responses to negative online reviews

Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen?

How Does Customer–Company Identification Enhance Customer Voice Behavior? A Moderated Mediation Model

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