Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust

This study investigates the relationships between company responses to social media complaints and consumers' repurchase intentions. An online survey collected data from 325 participants who complained on media. The relationship intention five dimensions of complaint handling (timeliness, redress, apology, credibility, attentiveness) as mediated by trust in were examined consumers’ propensity was studied a moderator this relationship. results suggest receiving response four (redress, are related stronger through mediation increased company. Furthermore, consumers low report when they perceive credibility be high complaint.