Webcare’s effect on constructive and vindictive complainants
Webcare’s effect on constructive and vindictive complainants
About this item
Full title
Author / Creator
Publisher
Santa Barbara: Emerald Publishing Limited
Journal title
Language
English
Formats
Publication information
Publisher
Santa Barbara: Emerald Publishing Limited
Subjects
More information
Scope and Contents
Contents
Purpose
This paper aims to demonstrate that online complainants’ reactions to a company’s service recovery attempts (webcare) can significantly vary across two different types of dissatisfied customers (“vindictives” vs “constructives”), who have dramatically diverging complaint goal orientations.
Design/methodology/approach
Online multi-c...
Alternative Titles
Full title
Webcare’s effect on constructive and vindictive complainants
Authors, Artists and Contributors
Author / Creator
Identifiers
Primary Identifiers
Record Identifier
TN_cdi_proquest_journals_2228521447
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/TN_cdi_proquest_journals_2228521447
Other Identifiers
ISSN
1061-0421
E-ISSN
2054-1643
DOI
10.1108/JPBM-04-2018-1843
