Purpose -To provide an initial framework for online third party complaining and complimenting behavior as a consequence of online product or customer service failure or success, using a third party consumer evaluation web site. Design/methodology/approach -Based on critical incidents supplied by consumers in a third party consumer forum web site, a clear picture of the type and frequency of online service failures and successes is expected to develop using critical incident technique and scientific text analyzing methods for qualitative analysis. Findings -The speed of shipping, shipping materials or packaging and customer service appear to be critical for the online transaction to be a success. Ease of ordering was shown to influence the likelihood of complimenting the most. The results provided support for the existence of bivalent satisfiers, monovalent satisfiers and monovalent dissatisfiers within the online retail environment. Research limitations/implications -Text analyzer has certain software limitations that should be considered. While searching for word patterns, it is possible for the software to use one of several clustering methods, which may be open to subjective interpretation to some extent. The quantitative portion of the study was also limited by the four attribute categories that were used by the online third party web site. Practical implications -The results provide very practical information and impartial advice for online retailers to improve their service by managing reputation in third party consumer evaluations. Originality/value -Provides an initial step towards understanding the nature of online store third party complimenting and complaining behaviour.

PurposeThe search for online health‐related information has become increasingly popular. This study examines online health information quality (relevance and clarity) and the perceived value of online health information search (social, utilitarian and epistemic) and how they relate to consumers' satisfaction with their online health information search experience. The resulting intention to repeat a health information search over the internet is also included in a conceptual model to illustrate what drives the process.Design/methodology/approachStructural equation modeling was utilized to simultaneously assess the proposed relationships among the constructs. Data from 263 online respondents were used to test the measurement and structural model.FindingsResults show that information relevance is strongly related to the utilitarian value consumers receive from information seeking, whereas information clarity is strongly related to epistemic value. Moreover, it is the utilitarian value of the information search that drives satisfaction with and intention to repeat online health information search.Research limitations/implicationsSuggestions for web site designers in the healthcare industry and health care professionals are addressed. Web site designers should stress practical and functional features of web sites, while health care professionals should direct patients toward web sites that will provide users with the most utilitarian value. Although the study is limited by its online data collection, results provide an initial attempt to develop a conceptual model that explains what may be happening within the world of online health information search behavior. Future research should address the exclusion of potentially important variables including internet skill level and specific types of searches.Originality/valueThis study is unique in that it provides web site designers and health care professionals with clear insight into specific dimensions of online health information and value.

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