Double jeopardy: effects of inter-failures and webcare on (un-)committed online complainants’ revenge
نویسندگان
چکیده
Purpose The purpose of this research is the exploration online complainants' revenge based on their consumer-brand relationship strength and received webcare. authors introduce inter-failures (i.e. perceived number earlier independent service failures that a customer has experienced with same brand involved in current failure) as central frame condition. Design/methodology/approach To test our hypotheses, both scenario-based experiment ( n = 316) an survey 492) were conducted. Findings With increasing inter-failures, complainants high-relationship move from “love blind” effect (no inter-failures) to becomes hate” (multiple inter-failures), when they ultimately become more revengeful than low-relationship counterparts. In addition, show case no or few accommodative webcare lasting positive over no/defensive for low- complainants. More importantly, however, consumers have multiple ineffective (for complainants) boomerangs by cultivating towards (among complainants), but not strategic avoidance. Research limitations/implications findings pronounced implications literature customer–brand relationships following literature, which predominantly emphasizes unconditionally effects Originality/value This study first simultaneously considers prior relationship, explain revenge.
منابع مشابه
the effects of planning on accuracy and complexity of iranian efl students’ written narrative task performance
this study compared the different effects of form-focused guided planning vs. meaning-focused guided planning on iranian pre-intermediate students’ task performance. the study lasted for three weeks and concentrated on eight english structures. forty five pre-intermediate iranian students were randomly assigned to three groups of guided planning focus-on-form group (gpfg), guided planning focus...
15 صفحه اولthe effects of time planning and task complexity on accuracy of narrative task performance
هدف اصلی این تحقیق بررسی تاثیر برنامه ریزی زمانی، هم چنین افزایش میزان پیچیدگی تکالیف در نظر گرفته شده بصورت همزمان، بر دقت و صحت و پیچیدگی عملکرد نوشتاری زبان آموزان می باشد. بدین منظور، 50 نفر از دانش آموزان دختر در رده ی سنی 16 الی 18 سال به عنوان شرکت کنندگان در این زمینه ی تحقیق در نظر گرفته شدند و به دو گروه آزمایشی و کنترل بصورت اتفاقی تقسیم شدند. اعضای گروه آزمایشی هر دو تکلیف ساده و پی...
the effects of previewing and providing background knowledge on iranian university efl learners’ comprehension of literary and academic texts
abstract poor reading comprehension can result in failure in using references, benefiting from professional gatherings and resources, keeping up with the growing body of knowledge in the virtual world of the internet, and failing to achieve in efl programs. the purpose of the present quasi-experimental study was to explore the effects of background knowledge and previewing narrative and expos...
15 صفحه اولthe effects of speech rate,prosodic features, and blurred speech on iranian efl learners listening comprehension
کلید واژه ها به زبان انگلیسی: effect of speech rate on listening comprehension, blurred speech,segmental and suprasegmental features,authentic speech,intelligibility, discrimination, omission, assimilation چکیده: سرعت مطالب شنیداری در کلام پیوسته بطور کلی همواره کابوسی بوده برای یادگیرنده های زبان دوم و بالاخص برای شنوندگان ایرانی. علی رغم عقل سلیم که کلام با سرعت کندتری فعالیتهای درک مطلب شن...
15 صفحه اولذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Internet Research
سال: 2023
ISSN: ['1066-2243', '2054-5657']
DOI: https://doi.org/10.1108/intr-02-2022-0115