Customer complaining: The role of tie strength and information control

Mittal, Vikas; Huppertz, John W.; Khare, Adwait

doi:10.1016/j.jretai.2008.01.006

Cited by 163 publications

(135 citation statements)

References 30 publications

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“…Also, in our studies (except for Study 3) we focus on the referrals of brands that are new or unfamiliar to the receivers. It would be an interesting question to examine how rewarded referrals affect responses of those who already had some experiences with the referred product or service and thus possess a certain level of (dis)satisfaction or dissatisfaction with the brand (c.f., Anderson 1998;Mittal et al 2008). …”

Section: Limitations and Directions For Future Researchmentioning

confidence: 99%

Receiver responses to rewarded referrals: the motive inferences framework

Verlegh

Ryu

Tuk

et al. 2013

J. of the Acad. Mark. Sci.

117

174

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Referral reward programs have been shown in past research to stimulate referrals and also to contribute positively to customer lifetime value and firms' profitability. In this paper we examine whether, how, and under what conditions providing a reward for a referral affects receivers' responses to the referral. Based on a multiple motives inference framework, we propose that rewards adversely affect responses because they lead receiving consumers to infer ulterior motives for the referral. Using experiments and a survey we find support for this hypothesis, and show that this effect is stronger for unsolicited and weak tie referrals. We also demonstrate that rewarding both referral provider and receiver, or providing symbolic rewards can eliminate the negative effect of rewarded referrals. The paper makes conceptual contributions to the literature on referral reward programs, word-of-mouth, and motive inferences. The work has implications for managers considering ways to construct referral programs and design marketing activities to increase referrals. Although word-of-mouth (WOM) has long been recognized as an important influence on consumers, for a variety of reasons research attention to WOM recently has surged. First, technology has allowed the emergence of new types of person-to-person interaction about products, and is shifting control of message and media timing to the consumer (cf., Libai et al.

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Section: Limitations and Directions For Future Researchmentioning

confidence: 99%

Receiver responses to rewarded referrals: the motive inferences framework

Verlegh

Ryu

Tuk

et al. 2013

J. of the Acad. Mark. Sci.

117

174

View full text Add to dashboard Cite

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“…To check if the manipulations of the Facebook posts worked, we adapted three items from the construct Btie strength^by Mittal et al (2008) (items are reported in the Appendix). Participants perceived the relationship to strong ties as closer (M strong = 6.370, SE = .133, CI 95% = 6.100-6.641) compared to weak ties (M weak = 2.022, SE = .182, CI 95% = 1.655-2.389).…”

Section: Manipulation Checkmentioning

confidence: 99%

Consequences of customer engagement behavior: when negative Facebook posts have positive effects

Bitter¹,

Grabner‐Kräuter²

2016

Electron Markets

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Sharing product information has become an integral part of today's online social networking world. This research study addresses the effects of customer engagement behavior in online social networks on other consumers in order to understand how online social connections impact decision making. We investigate how different variations of a brand-related Facebook post trigger different response reactions. In particular, we analyze under which conditions negative posts can have positive consequences. The results of two online experiments set in a restaurant context suggest a difference when the user knows the restaurant brand. For users who are familiar with the restaurant brand, a positive effect of negative information posted by distant acquaintances is found with regard to the visiting intention of the user. The results of both experiments demonstrate that information posted by a close friend is perceived to be more diagnostic. For users not familiar with the restaurant brand, negative posts from strong ties induce the highest diagnosticity levels.

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“…Customer"s reaction to service failure is affected by many factors such as level of dissatisfaction (Mittal, Huppertz, & Khare, 2008), the likelihood of service recovery (Blodget & Granbois, 1992), the ease of process of complaining (Blodget & Anderson, 2000), and the perception that whether or not company will respond back (Huppertz, 2007). Other factors may include current relationship of consumer with the company (Hui, Ho, & Wan, 2011) and consumer"s attitude toward complaining (Kim, Kim, Im, & Shin, 2003).…”

Section: Introductionmentioning

confidence: 99%

Determinants of Consumer Complaining Behavior: A study of Pakistan

Ashraf¹,

Sajjad²,

Rizwan³

et al. 2013

IJLD

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Importance of addressing dissatisfied consumers has increased very much these days because of intense competition due to establishment of new kind of stores and offering many kinds of customer services by service providers. This study focuses on effects of attitudinal and perceptional variables (attitude toward complaining, prior complaint experience, perceived possibility of success and customer"s loyalty) on Consumer Complaining Behavior (CCB). Model of this research is to complete the attitudinal or behavioral perspective and consumer complaining behavior literature in the frame work. A total of 232 people were asked to become the part of this study through a self administered questionnaire from Bahawalpur City. ISSN 2164-4063 2013 www.macrothink.org/ijld 122 This study uses a non-probability sampling technique that is convenience sampling. Regression results shown that attitude toward complaining, perceived possibility of success and customer loyalty had significant positive impact on consumer complaining behavior but relation between prior complaint experience and CCB was not proved to be significant. Careful studies have been carried out in order to validate conceptual frame-work that can be taken as an initial point to understand the concepts of Consumer Complaining Behavior (CCB). International Journal of Learning & Development

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Customer complaining: The role of tie strength and information control

Cited by 163 publications

References 30 publications

Receiver responses to rewarded referrals: the motive inferences framework

Receiver responses to rewarded referrals: the motive inferences framework

Consequences of customer engagement behavior: when negative Facebook posts have positive effects

Determinants of Consumer Complaining Behavior: A study of Pakistan

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