617
Views
4
CrossRef citations to date
0
Altmetric
Articles

How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? (In)civility in advocates’ responses and complainant-bystander psychological distance

企业的官方社交网站里消费者之间的交流如何影响旁观者的行为?品牌拥护者回复顾客投诉的 (非) 文明行为以及投诉者与旁观者之间的心理距离

ORCID Icon &
Pages 789-812 | Received 19 Apr 2021, Accepted 18 Jan 2022, Published online: 05 Apr 2022

References

  • Abboud, L., As’ad, N., Bilstein, N., Costers, A., Henkens, B., & Verleye, K. (2021). From third party to significant other for service encounters: A systematic review on third-party roles and their implications. Journal of Service Management, 32(4), 533–559. https://doi.org/10.1108/JOSM-04-2020-0099
  • Ahluwalia, R. (2000). Examination of psychological processes underlying resistance to persuasion. Journal of Consumer Research, 27(2), 217–232. https://doi.org/10.1086/314321
  • Bacile, T. J. (2020). Digital customer service and customer-to-customer interactions: Investigating the effect of online incivility on customer perceived service climate. Journal of Service Management, 31(3), 441–464. https://doi.org/10.1108/JOSM-11-2018-0363
  • Bacile, T. J., Krallman, A., Wolter, J. S., & Beachum, N. D. (2020). The value disruption of uncivil other-customers during online service recovery. Journal of Services Marketing, 34(4), 483–498. https://doi.org/10.1108/JSM-05-2019-0209
  • Bacile, T. J., Wolter, J. S., Allen, A. M., & Xu, P. (2018). The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery. Journal of Interactive Marketing, 44, 60–81. https://doi.org/10.1016/j.intmar.2018.04.002
  • Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185–210. https://doi.org/10.1016/S0022-4359(97)90003-8
  • Casidy, R., & Shin, H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27(November), 103–112. https://doi.org/10.1016/j.jretconser.2015.07.012
  • Chen, K., Chen, J., Zhan, W., & Sharma, P. (2020). When in Rome! complaint contagion effect in multi-actor service ecosystems. Journal of Business Research, 121, 628–641. https://doi.org/10.1016/j.jbusres.2020.01.051
  • Chen, T., Ma, K., Bian, X., Zheng, C., & Devlin, J. (2018). Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective. Journal of Business Research, 82(January), 1–9. https://doi.org/10.1016/j.jbusres.2017.08.025
  • Crowne, D. P., & Marlowe, D. (1960). A new scale of social desirability independent of psychopathology. Journal of Consulting Psychology, 24(4), 349–354. https://doi.org/10.1037/h0047358
  • Customer Care Measurement and Consulting. (2020). 2020 national customer rage study: Executive summary, Retrieved from https://research.wpcarey.asu.edu/services-leadership/wp-content/uploads/2020/06/2020-RageStudyUPDATEDFINALFORRELEASE.pdf.
  • Dineva, D., Breitsohl, J., Garrod, B., & Megicks, P. (2020). Consumer responses to conflict-management strategies on non-profit social media fan pages. Journal of Interactive Marketing, 52, 118–136. https://doi.org/10.1016/j.intmar.2020.05.002
  • Echeverri, P., Salomonson, N., & Åberg, A. (2012). Dealing with customer misbehaviour. Marketing Theory, 12(4), 427–449. https://doi.org/10.1177/1470593112457741
  • Filieri, R. (2015). What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM. Journal of Business Research, 68(6), 1261–1270. https://doi.org/10.1016/j.jbusres.2014.11.006
  • Fitzsimons, G. J. (2008). Death to dichotomizing: Figure 1. Journal of Consumer Research, 35(1), 5–8. https://doi.org/10.1086/589561
  • Forbes. (2020). Using natural language processing to improve customer satisfaction. Retrieved from https://www.forbes.com/sites/forbestechcouncil/2020/09/18/using-natural-language-processing-to-improve-customer-satisfaction/?sh=4b2e49633840.
  • Gelbrich, K., & Roschk, H. (2011). A meta-analysis of organizational complaint handling and customer responses. Journal of Service Research, 14(1), 24–43. https://doi.org/10.1177/1094670510387914
  • Goodman, J. K., & Lim, S. (2018). When consumers prefer to give material gifts instead of experiences: The role of social distance. Journal of Consumer Research, 45(2), 365–382. https://doi.org/10.1093/jcr/ucy010
  • Harris, L. C., & Reynolds, K. L. (2003). The consequences of dysfunctional customer behavior. Journal of Service Research, 6(2), 144–161. https://doi.org/10.1177/1094670503257044
  • Hayes, A. F. (2013). Introduction to mediation, moderation and conditional process analysis. Guilford Press.
  • Hernández-Ortega, B. (2018). Don’t believe strangers: Online consumer reviews and the role of social psychological distance. Information & Management, 55(1), 31–50. https://doi.org/10.1016/j.im.2017.03.007
  • Hogreve, J., Bilstein, N., & Hoerner, K. (2019). Service recovery on stage: Effects of social media recovery on virtually present others. Journal of Service Research, 22(4), 421–439. https://doi.org/10.1177/1094670519851871
  • Huang, B., & Philp, M. (2021). When AI-based services fail: Examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures. The Service Industries Journal, 41(13-14), 877–899. https://doi.org/10.1080/02642069.2020.1748014
  • Huang, Y.-S., Fang, X., & Liu, R. (2021). Necessary evil: A strategy to manage dysfunctional customer behavior. Journal of Services Marketing, https://doi.org/10.1108/JSM-07-2020-0317
  • Hutzinger, C., & Weitzl, W. J. (2021). Co-creation of online service recoveries and its effects on complaint bystanders. Journal of Business Research, 130, 525–538. https://doi.org/10.1016/j.jbusres.2019.10.022
  • Javornik, A., Filieri, R., & Gumann, R. (2020). “Don't forget that others Are watching, Too!” The effect of conversational human voice and reply length on observers' perceptions of complaint handling in social media. Journal of Interactive Marketing, 50, 100–119. https://doi.org/10.1016/j.intmar.2020.02.002
  • Jiga-Boy, G. M., Clark, A. E., & Semin, G. R. (2013). Situating construal level: The function of abstractness and concreteness in social contexts. Social Cognition, 31(2), 201–221. https://doi.org/10.1521/soco.2013.31.2.201
  • Jones, C. L., Stevens, J. L., Breazeale, M., & Spaid, B. I. (2018). Tell it like it is: The effects of differing responses to negative online reviews. Psychology & Marketing, 35(12), 891–901. https://doi.org/10.1002/mar.21142
  • Kim, K., & Baker, M. A. (2020). Paying it forward: The influence of other customer service recovery on future co-creation. Journal of Business Research, 121, 604–615. https://doi.org/10.1016/j.jbusres.2020.03.015
  • Kock, F., Berbekova, A., & Assaf, A. G. (2021). Understanding and managing the threat of common method bias: Detection, prevention and control. Tourism Management, 86, 104330. https://doi.org/10.1016/j.tourman.2021.104330
  • Kwon, S. (2020). Understanding user participation from the perspective of psychological ownership: The moderating role of social distance. Computers in Human Behavior, 105, 106207–106207. https://doi.org/10.1016/j.chb.2019.106207
  • Lau, V., & Wong, Y. (2009). Direct and multiplicative effects of ethical dispositions and ethical climates on personal justice norms: A virtue ethics perspective. Journal of Business Ethics, 90(2), 279–294. https://doi.org/10.1007/s10551-009-0042-z
  • Lee, C. H., & Cranage, D. A. (2014). Toward understanding consumer processing of negative online word-of-mouth communication. Journal of Hospitality & Tourism Research, 38(3), 330–360. https://doi.org/10.1177/1096348012451455
  • Lee, N. Y., Noble, S. M., & Zablah, A. R. (2020). So distant, yet useful: The impact of distal stories on customers’ service expectations. Journal of Business Research, 113, 230–242. https://doi.org/10.1016/j.jbusres.2020.01.044
  • Libai, B., Bolton, R., Bügel, M. S., De Ruyter, K., Götz, O., Risselada, H., & Stephen, A. T. (2010). Customer-to-Customer interactions: Broadening the scope of word of mouth research. Journal of Service Research, 13(3), 267–282. https://doi.org/10.1177/1094670510375600
  • Lii, Y., Pant, A., & Lee, M. (2012). Balancing the scales: Recovering from service failures depends on the psychological distance of consumers. The Service Industries Journal, 32(11), 1775–1790. https://doi.org/10.1080/02642069.2011.575130
  • Lindsey-Hall, K. K., Jaramillo, S., Baker, T. L., & Arnold, J. M. (2021). Authenticity, rapport and interactional justice in frontline service: The moderating role of need for uniqueness. Journal of Services Marketing, 35(3), 367–380. https://doi.org/10.1108/JSM-11-2019-0434
  • Liviatan, I., Trope, Y., & Liberman, N. (2008). Interpersonal similarity as a social distance dimension: Implications for perception of others’ actions. Journal of Experimental Social Psychology, 44(5), 1256–1269. https://doi.org/10.1016/j.jesp.2008.04.007
  • MacKenzie, S. B., & Podsakoff, P. H. (2012). Common method bias in marketing: Causes, mechanisms, and procedural remedies. Journal of Retailing, 88(4), 542–555. https://doi.org/10.1016/j.jretai.2012.08.001
  • McKinsey. (2020). The state of fashion 2020. Retrieved from https://www.mckinsey.com/~/media/mckinsey/industries/retail/our%20insights/the%20state%20of%20fashion%202020%20navigating%20uncertainty/the-state-of-fashion-2020-final.pdf.
  • Nikbin, D., Marimuthu, M., Hyun, S. S., & Ismail, I. (2015). Relationships of perceived justice to service recovery, service failure attributions, recovery satisfaction, and loyalty in the context of airline travelers. Asia Pacific Journal of Tourism Research, 20(3), 239–262. https://doi.org/10.1080/10941665.2014.889028
  • Olson, E. D., & Ro, H. (2020). Company response to negative online reviews: The effects of procedural justice, interactional justice, and social presence. Cornell Hospitality Quarterly, 61(3), 312–331. https://doi.org/10.1177/1938965519892902
  • Orsingher, C., Valentini, S., & de Angelis, M. (2010). A meta-analysis of satisfaction with complaint handling in services. Journal of the Academy of Marketing Science, 38(2), 169–186. https://doi.org/10.1007/s11747-009-0155-z
  • Pan, X., Hou, L., Lin, K., & Niu, H. (2018). Do reviews from friends and the crowd affect online consumer posting behaviour differently? Electronic Commerce Research and Applications, 29(May–June), 102–112. https://doi.org/10.1016/j.elerap.2018.01.007
  • Pew Research Center. (2021). The state of online harassment. Retrieved from https://www.pewresearch.org/fact-tank/2021/01/13/qa-what-weve-learned-about-online-harassment/.
  • Pierce, J. L., Kostova, T., & Dirks, K. T. (2003). The state of psychological ownership: Integrating and extending a century of research. Review of General Psychology, 7(1), 84–107. https://doi.org/10.1037/1089-2680.7.1.84
  • Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/10.1037/0021-9010.88.5.879
  • Qin, J., Xu, F., & Wang, R. (2019). Pre-service recovery: Impact on customer satisfaction and acceptable waiting time. The Service Industries Journal, 1–20. https://doi.org/10.1080/02642069.2019.1667979
  • Schaefers, T., & Schamari, J. (2016). Service recovery via social media. Journal of Service Research, 19(2), 192–208. https://doi.org/10.1177/1094670515606064
  • Schwartz, N., & Clore, J. L. (1996). Feelings and phenomenal experiences. In E. T. Higgins, & A. W. Kruglanski (Eds.), Social psychology: Handbook of basic principles (pp. 433–465). Guilford Press.
  • Sharma, I., Jain, K., & Behl, A. (2020). Effect of service transgressions on distant third-party customers: The role of moral identity and moral judgment. Journal of Business Research, 121, 696–712. https://doi.org/10.1016/j.jbusres.2020.02.005
  • Simmering, M. J., Fuller, C. M., Richardson, H. A., Ocal, Y., & Atinc, G. M. (2015). Marker variable choice, reporting, and interpretation in the detection of common method variance. Organizational Research Methods, 18(3), 473–511. https://doi.org/10.1177/1094428114560023
  • Sinha, J., & Lu, F.-C. (2019). Ignored or rejected: Retail exclusion effects on construal levels and consumer responses to compensation. Journal of Consumer Research, 46(4), 791–807. https://doi.org/10.1093/jcr/ucz021
  • Spence, M. (1973). Job market signaling. The Quarterly Journal of Economics, 87(3), 355–374. https://doi.org/10.2307/1882010
  • Stackla. (n.d). Turn your advocates into influencers. Retrieved from stackla.com.
  • Statista.com. (2019). Have you ever used social media to complain about a brand or its customer service? Retrieved from https://www.statista.com/statistics/808548/customers-opinion-on-using-social-media-to-complain-about-a-brand/.
  • Stephan, E., Liberman, N., & Trope, Y. (2011). The effects of time perspective and level of construal on social distance. Journal of Experimental Social Psychology, 47(2), 397–402. https://doi.org/10.1016/j.jesp.2010.11.001
  • Tatavarthy, A. D., Chatterjee, S., & Sharma, P. (2019). Exploring the moderating role of construal levels on the impact of process vs outcome attributes on service evaluations. Journal of Service Theory and Practice, 29(3), 375–398. https://doi.org/10.1108/JSTP-10-2018-0229
  • Trope, Y., & Liberman, N. (2010). Construal-level theory of psychological distance. Psychological Review, 117(2), 440–463. https://doi.org/10.1037/a0018963
  • Trope, Y., Liberman, N., & Wakslak, C. (2007). Construal levels and psychological distance: Effects on representation, prediction, evaluation, and behavior. Journal of Consumer Psychology, 17(2), 83–95. https://doi.org/10.1016/S1057-7408(07)70013-X
  • van Noort, G., & Willemsen, L. M. (2012). Online damage control: The effects of proactive versus reactive webcare interventions in consumer-generated and brand-generated platforms. Journal of Interactive Marketing, 26(3), 131–140. https://doi.org/10.1016/j.intmar.2011.07.001
  • Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103–119. https://doi.org/10.1177/1094670518819852
  • Weitzl, W., & Hutzinger, C. (2017). The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders. Journal of Business Research, 80, 164–175. https://doi.org/10.1016/j.jbusres.2017.04.020
  • Weitzl, W., Hutzinger, C., & Einwiller, S. (2018). An empirical study on how webcare mitigates complainants’ failure attributions and negative word-of-mouth. Computers in Human Behavior, 89, 316–327. https://doi.org/10.1016/j.chb.2018.07.012
  • Wong, V. C., & Wyer, R. S. (2016). Mental traveling along psychological distances: The effects of cultural syndromes, perspective flexibility, and construal level. Journal of Personality and Social Psychology, 111(1), 17–33. https://doi.org/10.1037/pspa0000048
  • Yoon, D. J. (2022). Rude customers and service performance: Roles of motivation and personality. The Service Industries Journal, 81–106. https://doi.org/10.1080/02642069.2020.1826453

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.