When the relationships fail: A microperspective on consumer responses to service failure

Li, Zongchao Cathy; Stacks, Don W.

doi:10.1080/1062726x.2017.1356310

Cited by 17 publications

(14 citation statements)

References 47 publications

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“…Kim & Sung, 2016), most are organization-oriented, not taking into account publics’ behavioral intentions or perceptual motivations for establishing and sustaining a relationship with an organization. Li and Stacks (2017) noted that public relations theories have largely focused on the “meso-level,” overemphasizing organizational strategies and ignoring individual (members of a public) contributions and perspectives regarding the state of a relationship.…”

Section: Literature Reviewmentioning

confidence: 99%

On Evolving Nature of Relationship by Perspective Mutuality: Reconceptualizing Relationship Typology Between Organization and Its Publics

Lee

Kim

2020

Journalism & Mass Communication Quarterly

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To address conceptual and methodological issues regarding the exchange–communal relationship typology in public relations scholarship, this study reconceptualizes and validates three relationship types—egoistic, provident, and communal relationships. Two distinct relationship perspectives, organization-oriented and public-oriented, are also explored. The results of the two studies, focusing on an organization’s respective relationships with internal (i.e., employees) and external (i.e., consumers) publics, demonstrate the construct reliability and validity of newly conceptualized relationship types. The association between relationship types and relationship quality—trust, control mutuality, commitment, and satisfaction—is examined with structural equation modeling (SEM) and each path of two studies was compared through multigroup analysis. Theoretical and practical implications for public relations disciplines are discussed.

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Section: Literature Reviewmentioning

confidence: 99%

On Evolving Nature of Relationship by Perspective Mutuality: Reconceptualizing Relationship Typology Between Organization and Its Publics

Lee

Kim

2020

Journalism & Mass Communication Quarterly

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“…Based on prior research (e.g. Gesualdi, 2019;Grappi and Romani, 2015;Hong and Yang, 2009;Huang and Hagan, 2011;Kim, 2011;Lee and Park, 2013;Li and Stacks, 2017), this study suggests that the interaction between an organization and its customers or consumers, which refers to the levels of involvement in establishing and maintaining market-oriented relationships, indeed provides a platform for discussing the functions of public relations practices performed by the practitioners of public relations and marketing. As illustrated in the conceptualized model of this study (Figure 1), market-oriented relations is an important variable in the analysis of this study; the interrelationships among market-oriented relations and other variables will be presented in the following sections.…”

Section: Theoretical Framework Market-oriented Relationsmentioning

confidence: 98%

“…Gesualdi, 2019;Hong and Yang, 2009;Huang and Hagan, 2011) or consumers (e.g. Grappi and Romani, 2015;Kim, 2011;Lee and Park, 2013;Li and Stacks, 2017;Papasolomou and Melanthiou, 2012;Webster, 1992). Prior research has been investigating public relations practices performed by public relations and marketing practitioners in terms of the extent to which they contribute to organizations' establishment and maintenance of customer, consumer or client relations.…”

Section: Theoretical Framework Market-oriented Relationsmentioning

confidence: 99%

Exploring market-oriented relations in the digital era

Tong

Chan

2020

JCOM

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PurposeMarket-oriented relations has been regarded as a kind of public relations practices widely performed by the practitioners of public relations and marketing. This study attempts to discuss market-oriented relations in the digital era in which public relations and marketing practitioners' involvement in managing market-oriented relations was simultaneously related to their perceptions of interactivity effects, value of public relations and benefits of digital media usage in public relations practices.Design/methodology/approachA self-administrated online survey targeting 241 practitioners engaged in coordinating public relations activities in Hong Kong was conducted in 2017.FindingsStructural equation modeling (SEM) analysis showed that practitioners' involvement in market-oriented relations practices had significant positive effects on their perceptions of interactivity effects, value of public relations and benefits of digital media usage. Practitioners' perceptions of interactivity effects and benefits of digital media usage were positively affected by their perceptions of public relations value, particularly public relations effectiveness. Clients' profitability and business intelligence, as well as interactivity effects in terms of involvement and perceived customization were practitioners' key concerns in managing market-oriented relations.Originality/valueThis study explores how practitioners of public relations and marketing perceived and practiced public relations in the digital era. Specifically, the conception of market-oriented relations in regard to the use of digital media was discussed in the proposed structural model.

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“…Many online complaints amplify the seriousness of the issue or frame the grievance in a way that it becomes a concern for other present and potential consumers (Ward and Ostrom, 2006). The online complaint publicizes the resentment to a mass audience rather than to one's close social ties (Bijmolt et al, 2014;Li and Stacks, 2017). By complaining publicly online, dissatisfied consumers often present the companies' failures as violations of norms or betrayals of consumer rights worthy of public outrage.…”

Section: Empowerment Through Social Mediamentioning

confidence: 99%

“…Many of them structure negative comments to persuade others to avoid or oppose the company (Laczniak et al, 2001). Given this, online complaining is operationalized in this study as a punitive public complaint behavior on the internet or via social media aimed at negative publicity (Li and Stacks, 2017). Further, this study posits that online complaining behavior is directly associated with consumer empowerment, as discussed below.…”

Section: Empowerment Through Social Mediamentioning

confidence: 99%

From power to punishment: consumer empowerment and online complaining behaviors

2019

INTR

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Purpose The purpose of this paper is to examine how psychological empowerment affects individuals’ likelihood of publicly punishing a company with whom they had unsatisfactory experiences through online complaining behaviors. Design/methodology/approach A 3 (intrapersonal empowerment: high/low/control) by 3 (interactional empowerment: high/low/control) online experiment was designed using the priming technique. Following the priming tasks, participants were given a scenario in which a restaurant failed their expectations followed by dependent and control measures. Findings Results revealed a significant main effect of interactional empowerment: participants in the low interactional empowerment condition reported being less likely to engage in the revenge-motivated online public complaining behaviors than participants in the control condition. The study also found a significant interaction effect between interactional and intrapersonal empowerment. Practical implications The study findings yield practical application for crisis management and relationship management. Understanding the linkage between power and online complaining behaviors should help corporate communication professionals to better perform risk assessment, environmental scanning and crisis communication and management. Originality/value Limited empirical studies have investigated the linkage between empowerment and online complaining behaviors in the consumer context. The present study fills this gap by conceptualizing online public complaining as a revenge-motivated behavior. The study yields both theoretical and practical implications.

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When the relationships fail: A microperspective on consumer responses to service failure

Cited by 17 publications

References 47 publications

On Evolving Nature of Relationship by Perspective Mutuality: Reconceptualizing Relationship Typology Between Organization and Its Publics

On Evolving Nature of Relationship by Perspective Mutuality: Reconceptualizing Relationship Typology Between Organization and Its Publics

Exploring market-oriented relations in the digital era

From power to punishment: consumer empowerment and online complaining behaviors

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