3,329
Views
30
CrossRef citations to date
0
Altmetric
Articles

Customer e-complaining behaviours using social media

, &
Pages 633-654 | Received 30 Apr 2014, Accepted 16 May 2015, Published online: 03 Jul 2015

Keep up to date with the latest research on this topic with citation updates for this article.

Read on this site (10)

Ebru Kuzgun, Gulden Asugman & Maria D. Alvarez. (2023) Conservation of Resources Theory Interpretation of Co-Destructed After-sales Service Encounters. Services Marketing Quarterly 44:4, pages 251-276.
Read now
Christine Armstrong, Alicia Kulczynski & Stacey Brennan. (2021) Cue the complaint: the visual cues of Facebook business pages and their influence on consumer complaint behaviour. Journal of Marketing Management 37:11-12, pages 1027-1057.
Read now
Takawira Munyaradzi Ndofirepi. (2020) Gendering the voiced complaining behavior of customers in small restaurant environments: A case of college students in Zimbabwe. Journal of Foodservice Business Research 23:6, pages 473-498.
Read now
Gül Denktaş-Şakar & Ebru Sürücü. (2020) Stakeholder engagement via social media: an analysis of third-party logistics companies. The Service Industries Journal 40:11-12, pages 866-889.
Read now
Aviad A. Israeli, Seonjeong Ally Lee & Aryn C. Karpinski. (2019) The relationship between Internet addiction and negative eWOM. The Service Industries Journal 39:13-14, pages 943-965.
Read now
Xiang Ying Mei, Ingrid K. Bagaas & Erling K. L. Relling. (2019) Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?. The International Review of Retail, Distribution and Consumer Research 29:1, pages 63-78.
Read now
Ruiying Cai & Christina Geng-Qing Chi. (2018) The impacts of complaint efforts on customer satisfaction and loyalty. The Service Industries Journal 38:15-16, pages 1095-1115.
Read now
Cristobal Barra, Geah Pressgrove & Eduardo Torres. (2018) Trust and commitment in the formation of donor loyalty. The Service Industries Journal 38:5-6, pages 360-377.
Read now
Xiaofei Li, Baolong Ma & Chen Zhou. (2017) Effects of customer loyalty on customer entitlement and voiced complaints. The Service Industries Journal 37:13-14, pages 858-874.
Read now
Aviad A. Israeli, Seonjeong Ally Lee & Aryn C. Karpinski. (2017) Investigating the Dynamics and the Content of Customers’ Social Media Reporting after a Restaurant Service Failure. Journal of Hospitality Marketing & Management 26:6, pages 606-626.
Read now

Articles from other publishers (20)

Pantea Foroudi, S. Asieh Hosseini Tabaghdehi, Valentina Cillo & Maria Teresa Cuomo. (2024) E-service failure and recovery strategy in times of crisis: effect on peer attitudes, expectation and future intention. Review of Managerial Science.
Crossref
Shu He, Shun-Yang Lee & Huaxia Rui. (2024) Open Voice or Private Message? The Hidden Tug-of-War on Social Media Customer Service. Production and Operations Management.
Crossref
Divya Sharma, M. Vimalkumar, Sirish Gouda, Agam Gupta & Vignesh Ilavarasan. (2023) Framing your concerns right: an analysis of air passengers' complaints during two time periods. Journal of Service Theory and Practice 33:6, pages 721-747.
Crossref
Agostino Vollero, Domenico Sardanelli & Alfonso Siano. (2021) Exploring the role of the Amazon effect on customer expectations: An analysis of user‐generated content in consumer electronics retailing. Journal of Consumer Behaviour 22:5, pages 1062-1073.
Crossref
Kei Wei Chia & Jia Xiong. (2022) Once upon a time in quarantine: Exploring the memorable quarantine hotel experiences of Chinese student returnees during the COVID-19 pandemic. Tourism and Hospitality Research 23:1, pages 72-87.
Crossref
Violetta Wilk, Claire Lambert & Stephanie Meek. (2022) Online brand detraction in an online opinion platform. International Journal of Hospitality Management 107, pages 103345.
Crossref
Sanchayan Sengupta. 2022. Research Anthology on Social Media Advertising and Building Consumer Relationships. Research Anthology on Social Media Advertising and Building Consumer Relationships 1539 1572 .
Inés López-López, Mariola Palazón & José Antonio Sánchez-Martínez. (2021) Why should you respond to customer complaints on a personal level? The silent observer's perspective. Journal of Research in Interactive Marketing 15:4, pages 661-684.
Crossref
Swapan Deep Arora & Anirban Chakraborty. (2020) Consumer Complaining Behavior: a Paradigmatic Review. Philosophy of Management 20:2, pages 113-134.
Crossref
Xiang Ying Mei, Ingrid K. Bagaas & Erling K. L. Relling. 2021. Research Anthology on Strategies for Using Social Media as a Service and Tool in Business. Research Anthology on Strategies for Using Social Media as a Service and Tool in Business 1373 1392 .
Sanchayan Sengupta. (2020) How Does Culture Impact Customer Evaluation in Online Complaining?. Journal of Global Information Management 28:2, pages 131-159.
Crossref
Maria-Jose Miquel-Romero, Marta Frasquet & Alejandro Molla-Descals. (2020) The role of the store in managing postpurchase complaints for omnichannel shoppers. Journal of Business Research 109, pages 288-296.
Crossref
Xiang Ying Mei, Ingrid K. Bagaas & Erling K. L. Relling. 2020. Exploring the Power of Electronic Word-of-Mouth in the Services Industry. Exploring the Power of Electronic Word-of-Mouth in the Services Industry 49 68 .
Nadia Delanoy & arina Kasztelnik. (2020) Business Open Big Data Analytics to Support Innovative Leadership and Management Decision in Canada. Business Ethics and Leadership 4:2, pages 56-74.
Crossref
Marta Frasquet, Marco Ieva & Cristina Ziliani. (2019) Understanding complaint channel usage in multichannel retailing. Journal of Retailing and Consumer Services 47, pages 94-103.
Crossref
Ainsworth Anthony Bailey, Carolyn M. Bonifield & Alejandro Arias. (2018) Social media use by young Latin American consumers: An exploration. Journal of Retailing and Consumer Services 43, pages 10-19.
Crossref
Margaret F. Shipley & Qing R. Cao. (2018) Social Capital and Sentiment Implications Toward Buyer-Supplier Relationships: A Fuzzy Logic Approach. Social Capital and Sentiment Implications Toward Buyer-Supplier Relationships: A Fuzzy Logic Approach.
Noor Farizah Ibrahim, Xiaojun Wang & Humphrey Bourne. (2017) Exploring the effect of user engagement in online brand communities: Evidence from Twitter. Computers in Human Behavior 72, pages 321-338.
Crossref
Zaid Mohammad Ibrahim Obeidat, Sarah Hong Xiao, Gopalkrishnan R. Iyer & Michael Nicholson. (2017) Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes. Psychology & Marketing 34:4, pages 496-515.
Crossref
Shu He, Shun-Yang Lee & Huaxia Rui. (2021) Open Voice or Private Message? The Hidden Tug-of-War on Social Media Customer Service. SSRN Electronic Journal.
Crossref

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.