Online Consumer Complaint Behaviors: The Dynamics of Service Failures, Consumers' Word of Mouth, and Organization-Consumer Relationships

• Main Authors: BACH, Seung B., KIM, Soojin
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2012
• Subjects: Business and Corporate Communications
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/4369; https://ink.library.smu.edu.sg/context/lkcsb_research/article/5368/viewcontent/Online_Consumer_Complaint_Behaviors_The_Dynamics_of_Service_Failures_Consumers_Word_of_Mouth_and_Organization_Consumer_Relationships.pdf
• Institution: Singapore Management University

This study aims to provide an understanding of the relationships between consumer's negative word of mouth (WOM) and organizations' rectification behaviors. We see consumers' negative WOM as a process of problem solving when consumers encounter an organization's service failure t...