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International Journal of Strategic Communication Volume 6, 2012 - Issue 1: Strategic Values of Relationships and the Communicative Actions of Publics and Stakeholders
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Articles

Online Consumer Complaint Behaviors: The Dynamics of Service Failures, Consumers' Word of Mouth, and Organization-Consumer Relationships

Seung B. Bach California State University, Sacramento, California, USA
&
Soojin Kim Purdue University, West Lafayette, Indiana, USACorrespondence[email protected]
Pages 59-76 | Published online: 18 Jan 2012

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Radha Govind Indwar & Aditya Shankar Mishra. (2023) Emojis: can it reduce post-purchase dissonance?. Journal of Strategic Marketing 31:4, pages 918-939.
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Maria Petrescu, Tamara Mangleburg, Selima Ben Mrad & Kathleen O’Leary. (2020) Reciprocal influences and effects of viral NWOM campaigns in social media. Journal of Marketing Communications 26:7, pages 685-702.
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Ana Isabel Lopes, Nathalie Dens, Patrick De Pelsmacker & Edward C. Malthouse. (2023) Managerial response strategies to eWOM: A framework and research agenda for webcare. Tourism Management 98, pages 104739.
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Anna-Sophia Bauer, Krisztina Rita Dörnyei & Victoria Krauter. (2023) Consumer complaints about food packaging. Frontiers in Sustainable Food Systems 7.
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Jovie Micayas Gallera. (2023) Streamlining Rental Property and Equipment Processes: Design and Evaluation of an SMS Notification Solution. International Journal of Advanced Research in Science, Communication and Technology, pages 210-218.
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Charity Ebelechukwu Okorie, Collins Chibuzo Ilomuanya & Olateju Alao Bamigbala. (2023) STATISTICAL ANALYSIS ON IMPACT OF MEASLES AMONG CHILDREN IN OBUDU LOCAL GOVERNMENT AREA OF CROSS RIVER STATE. Journal Health and Technology - JHT 2:2, pages e2236.
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Di Weng, Yang Yang & Jichang Zhao. (2022) Positive emotions help rank negative reviews for sellers and producers in e-commerce. Positive emotions help rank negative reviews for sellers and producers in e-commerce.
Myoung-Gi Chon & Young Kim. (2021) Megaphoning effects of skepticism, cynicism, and situational motivation on an environmental CSR activity. Public Relations Review 47:4, pages 102082.
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J. Ricky Fergurson, John T. Gironda & Maria Petrescu. (2021) Salesperson attributes that influence consumer perceptions of sales interactions. Journal of Consumer Marketing 38:6, pages 652-663.
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Myoung-Gi Chon, Lisa Tam & Jeong-Nam Kim. (2021) Effects of organizational conflict history and employees' situational perceptions of COVID-19 on negative megaphoning and turnover intention. Journal of Communication Management 25:3, pages 298-315.
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Yeunjae Lee, Su Yeon Cho, Ruoyu Sun & Cong Li. (2020) Public responses to employee posts on social media: the effects of message valence, message content, and employer reputation. Internet Research 31:3, pages 1040-1060.
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Arunima Krishna & Soojin Kim. (2020) Exploring customers’ situational and word-of-mouth motivations in corporate misconduct. Public Relations Review 46:2, pages 101892.
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Charles R. Taylor, Philip J. Kitchen, Matthew E. Sarkees & Christian O. Lolk. (2020) Addressing the Janus face of customer service: a typology of new age service failures. European Journal of Marketing 54:10, pages 2295-2316.
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Burze Yasar, Thomas Martin & Timothy Kiessling. (2020) An empirical test of signalling theory. Management Research Review 43:11, pages 1309-1335.
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MAURA FERREIRA & CRISTIANE PIZZUTTI DOS SANTOS. (2020) CONSUMERS’ KNOWLEDGE, MAXIMIZING TENDENCIES, AND POST-DECISION INFORMATION SEARCH. Revista de Administração de Empresas 60:1, pages 20-32.
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Jian Mou, Gang Ren, Chunxiu Qin & Kerry Kurcz. (2019) Understanding the topics of export cross-border e-commerce consumers feedback: an LDA approach. Electronic Commerce Research 19:4, pages 749-777.
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Marta Frasquet, Marco Ieva & Cristina Ziliani. (2019) Understanding complaint channel usage in multichannel retailing. Journal of Retailing and Consumer Services 47, pages 94-103.
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Eda AVCI & Seden DOĞAN. (2018) E-ŞİKÂYETLER TURİST REHBERLERİ HAKKINDA NE SÖYLÜYOR?. Seyahat ve Otel İşletmeciliği Dergisi 15:1, pages 133-148.
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Praveen Sugathan, Alexander Rossmann & Kumar Rakesh Ranjan. (2018) Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels. European Journal of Marketing 52:5/6, pages 973-1006.
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Michael North, Cong LiJiangmeng Liu. (2017) An analysis of how Fortune 500 companies respond to users replying to company tweets. Innovative Marketing 13:4, pages 17-24.
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Elvira Ismagilova, Yogesh K. Dwivedi, Emma Slade & Michael D. WilliamsElvira Ismagilova, Yogesh K. Dwivedi, Emma Slade & Michael D. Williams. 2017. Electronic Word of Mouth (eWOM) in the Marketing Context. Electronic Word of Mouth (eWOM) in the Marketing Context 5 15 .
Danae Manika, Savvas Papagiannidis & Michael Bourlakis. (2015) Can a CEO's YouTube apology following a service failure win customers' hearts?. Technological Forecasting and Social Change 95, pages 87-95.
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Leslie Robinson, Marie Griffiths, Julie Wray, Cathy Ure, Julie R. Stein-Hodgins & Geraldine Shires. 2015. Digital Mammography. Digital Mammography 105 111 .
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