E‐customers' third party complaining and complimenting behavior

Abstract

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.

Negative Double Jeopardy: The role of anti-brand sites on the internet

“…Because negative WOM spreads quickly and may be found online indefi nitely, 36 companies should attempt to transform the negative WOM to positive WOM and improve the experience of their consumers. Although such site owners can go to online discussion groups and / or online third-party forums (eg epinions.com ), which can be detrimental to the company if these complaints are detected early, a company may be able to benefi t from these complaints.…”

Strategies Employed by the Vietnamese to Respond to Compliments and the Influence of Compliment Receivers’ Perception of the Compliment on Their Responses

“…Thus, the speech acts of compliment (Cs) and responding to compliments (CRs) are not an exception. Literature on the act of complimenting (e.g., Wolfson 1981;Manes, 1983;Knapp, Hopper & Bell, 1984;Barnlund &Araki, 1985;Holmes & Brown, 1987;Nelson, Bakery & Al-Batal, 1993;Garcia, 2012;Placencia & Lower, 2013;Evazzade & Katal, 2012;Goetzinger, Park, Widdows, 2006;Zarei, 2011) and responding to compliments (Holmes, 1988a(Holmes, , 1988bPomerantz, 1978;Hebert 1991;Hertbert & Straight, 1989;Chen, 1993;Nelson, Al-Batal & Echols, 1996, Lorenzo-Dus, 2001and Farghal & Al-Khatib, 2001;Cheng, 2011;Sadeghi & Foutooh, 2012;Cai, 2012;Hauser, 2008;Chen & Yang, 2010) has supported Wolfson's statement. These studies have shed light on the linguistic forms, the sociolinguistic functions and the strategies of Cs and CRs.…”

Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication

“…Several studies have been done related to consumer complaints behavior, the different aspects of which are related to the type of product (Oster 1984), characteristics of consumers who make complaints (Moyer 1984;Fernandes and Santos 2007), the influence of the level of dissatisfaction (Singh and Pandya 1991), the perception of injustice associated with the procedure and the results obtained by the consumer (Saxby et al 2000), online complaints made by consumers of the online product or service communicated to third parties (Goetzinger et al. 2006), comparison between online consumer complaint behavior of consumers online and offline consumer complaint behavior of consumers offline (Cho et al 2002), as well as about the choice of media for expressing complaints used by consumers associated with motivation and purpose (Mattila and Wirtz 2004).…”