Service failures in times of crisis: An analysis of eWOM emotionality

Gerrath, Maximilian H. E. E.; Mafael, Alexander; Ulqinaku, Aulona; Biraglia, Alessandro

doi:10.1016/j.jbusres.2022.113349

Cited by 10 publications

(1 citation statement)

References 64 publications

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“…Pulsar TRAC is linked to the Twitter application programming interface and enables researchers to scrape tweets that match specific search criteria in a bulk approach. Furthermore, Pulsar TRAC is integrated with IBM’s Watson Tone Analyzer application programming interface, a machine learning algorithm that facilitates the analysis of concepts contained in tweets [ 34 ].…”

Section: Methodsmentioning

confidence: 99%

Social Media Listening and Digital Profiling Study of People With Headache and Migraine: Retrospective Infodemiology Study

Goadsby¹,

Torre²,

Constantin³

et al. 2023

J Med Internet Res

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Background There is an unmet need for a better understanding and management of headache, particularly migraine, beyond specialist centers, which may be facilitated using digital technology. Objective The objective of this study was to identify where, when, and how people with headache and migraine describe their symptoms and the nonpharmaceutical and medicinal treatments used as indicated on social media. Methods Social media sources, including Twitter, web-based forums, blogs, YouTube, and review sites, were searched using a predefined search string related to headache and migraine. The real-time data from social media posts were collected retrospectively for a 1-year period from January 1, 2018, to December 31, 2018 (Japan), or a 2-year period from January 1, 2017, to December 31, 2018 (Germany and France). The data were analyzed after collection, using content analysis and audience profiling. Results A total of 3,509,828 social media posts related to headache and migraine were obtained from Japan in 1 year and 146,257 and 306,787 posts from Germany and France, respectively, in 2 years. Among social media sites, Twitter was the most used platform across these countries. Japanese sufferers used specific terminology, such as “tension headaches” or “cluster headaches” (36%), whereas French sufferers even mentioned specific migraine types, such as ocular (7%) and aura (2%). The most detailed posts on headache or migraine were from Germany. The French sufferers explicitly mentioned “headache or migraine attacks” in the “evening (41%) or morning (38%),” whereas Japanese mentioned “morning (48%) or night (27%)” and German sufferers mentioned “evening (22%) or night (41%).” The use of “generic terms” such as medicine, tablet, and pill were prevalent. The most discussed drugs were ibuprofen and naproxen combination (43%) in Japan; ibuprofen (29%) in Germany; and acetylsalicylic acid, paracetamol, and caffeine combination (75%) in France. The top 3 nonpharmaceutical treatments are hydration, caffeinated beverages, and relaxation methods. Of the sufferers, 44% were between 18 and 24 years of age. Conclusions In this digital era, social media listening studies present an opportunity to provide unguided, self-reported, sufferers’ perceptions in the real world. The generation of social media evidence requires appropriate methodology to translate data into scientific information and relevant medical insights. This social media listening study showed country-specific differences in headache and migraine symptoms experienced and in the times of the day and treatments used. Furthermore, this study highlighted the prevalence of social media usage by younger sufferers compared to that by older sufferers.

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Section: Methodsmentioning

confidence: 99%

Social Media Listening and Digital Profiling Study of People With Headache and Migraine: Retrospective Infodemiology Study

Goadsby¹,

Torre²,

Constantin³

et al. 2023

J Med Internet Res

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Exploring the relationship between chatbots, service failure recovery and customer loyalty: A frustration–aggression perspective

Ozuem,

Ranfagni,

Willis

et al. 2024

Psychology and Marketing

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An increasing number of companies are introducing chatbot‐led contexts in service failure recovery. Existing studies are inconclusive on whether humanlike chatbot‐driven service failure recovery enhances customer loyalty. Grounding our work in phenomenological hermeneutics and utilizing frustration–aggression theory, we concentrate on the historical circumstance and the participatory nature of understanding customers' chatbot‐driven interactions and loyalty. We conducted 47 in‐depth interviews with millennials from four countries (United States, France, Italy, and the United Kingdom). By analyzing interview data through thematic analysis, our study offers two significant contributions. First, through thematic analysis, we define the dynamics occurring between customers and chatbots in a service recovery journey, such as customers' priorities and expectations. Second, we present a chatbot‐led service failure recovery typology framework that identifies four types of customers based on their interactions with a chatbot and their emotions, specifically frustration and aggression, and the effects of the interactions on their brand loyalty and intention to use chatbots. The identification of four customer types can help managers shape strategies to effectively turn negative customer experiences into opportunities to strengthen their loyalty, such as making more than one touchpoint available (human and chatbot). Our study shows that customers' emotions, specifically frustration and aggression, affect not only customer loyalty but also technology adoption. The concluding section suggests future avenues for research in the service recovery literature.

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Brand transgressions: How, when, and why home country bias backfires

Davvetas,

Ulqinaku,

Katsikeas

2024

J. of the Acad. Mark. Sci.

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Despite heightened interest in brand transgressions among academics and practitioners, the literature remains silent about the influence of a brand’s origin on consumer responses to brand misconduct. This leaves managers unaware of how to adapt post-transgression recovery strategies at home and abroad. Contrary to the in-group country bias literature, we theorize an “origin-backfire” effect: consumers forgive domestic brand transgressions less. Analyzing experimental, social media, and secondary-longitudinal data, we find that consumers treat domestic brand transgressors as home-country traitors deserving punishment. Social identity threats mediate this effect and consumer ethnocentrism attenuates it. Transgressions’ damage on brand reputation and value is larger and takes longer to recover from in domestic markets. Managers can alleviate post-transgression backlash through communication framing that construes the transgression as a response to intergroup threats (in foreign markets) and through collective compensation strategies (in domestic markets). The findings reveal cross-national variability in transgressions’ experience, impact, and recovery and inform post-transgression repair strategies.

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Service failures in times of crisis: An analysis of eWOM emotionality

Cited by 10 publications

References 64 publications

Social Media Listening and Digital Profiling Study of People With Headache and Migraine: Retrospective Infodemiology Study

Social Media Listening and Digital Profiling Study of People With Headache and Migraine: Retrospective Infodemiology Study

Exploring the relationship between chatbots, service failure recovery and customer loyalty: A frustration–aggression perspective

Brand transgressions: How, when, and why home country bias backfires

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