Skip to main content
SpringerLink
Log in

When The Whole World is Listening – An Exploratory Investigation of Individual Complaints on Social Media Platforms

  • Chapter
  • First Online:
Dienstleistungsmanagement und Social Media

Zusammenfassung

Social media offer consumers a public stage to voice their dissatisfaction to a global audience. Negative service experiences can therefore go viral in the twinkling of an eye. Hence, they can seriously damage a company’s reputation (States 2009). Consumers use social media platforms with little or no physical and mental costs to interact with firms and talk about companies with other users on a daily basis (Fischer/Langner 2008; van Noort/Willemsen 2012). Due to the increasing prevalence of fast Internet access, smartphones, and the public nature of communication in the social web, conversations can occur beyond geographic constraints (Kane et al. 2009; Boyd et al. 2010).

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 109.00
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD 99.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  • Alicke, M.D./Braun, J.C./Glor, J.E./Klotz, M.L./Magee, J./Sederhoim, H./Siegel, R. (1992): Complaining Behavior in Social Interaction, in: Personality and Social Psychology Bulletin, Vol. 18, No. 3, S. 286-295.

    Article  Google Scholar 

  • Ayres, C. (2009). Revenge is best served cold became a smash hit, in: The Sunday Times, http://www.thetimes.co.uk/tto/law/columnists/article2051377.ece (Zugriff am 21.09.2012).

  • Best, A./Andreasen, A.R. (1977): Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress, in: Law & Society Review, Vol. 11, No. 4, S. 701-742.

    Article  Google Scholar 

  • Bitner, M.J. (1992): Servicescapes: The Impact of Physical Surroundings on Customers and Employees, in: Journal of Marketing, Vol. 56, No. 2, S. 57-71.

    Article  Google Scholar 

  • Bitner, M.J./Booms, B.H./Tetreault, M.S. (1990): The Service Encounter: Diagnosing Favorable and Unfavorable Incidents, in: Journal of Marketing, Vol. 54, No. 1, S. 71-84.

    Article  Google Scholar 

  • Bolfing, C.P. (1989): How Do Customers Express Dissatisfaction and What Can Service Marketers Do About It?, in: Journal of Services Marketing, Vol. 3, No. 2, S. 5-23.

    Article  Google Scholar 

  • Boyd, D.M./Golder, S./Lotan, G. (2010): Tweet, Tweet, Retweet: Conversational Aspects of Retweeting on Twitter, Konferenzbeitrag auf der Hawaii International Conference on System Sciences, Big Island, Hawaii.

    Google Scholar 

  • Branthwaite, A./Patterson, S. (2011): The Power of Qualitative Research in the Era of Social Media, in: Qualitative Market Research: An International Journal, Vol. 14, No. 4, S. 430-440.

    Article  Google Scholar 

  • Breitsohl, J./Khammash, M./ Griffiths, G. (2010): E-Business Complaint Management: Perceptions and Perspectives of Online Credibility, in: Journal of Enterprise Information Management, Vol. 23, No. 5, S. 653-660.

    Article  Google Scholar 

  • Broadbridge, A./Marshall, J. (1995): Consumer Complaint Behaviour: The Case of Electrical Goods, in: International Journal of Retail & Distribution Management, Vol. 23, No. 9, S. 8-18.

    Article  Google Scholar 

  • Burton, J./Khammash, M. (2010): Why Do People Read Reviews Posted on Consumer- Opinion Portals?, in: Journal of Marketing Management, Vol. 26, No. 3/4, S. 230-255.

    Article  Google Scholar 

  • Chen, Y./Fay, S./Wang, Q. (2011): The Role of Marketing in Social Media: How Online Consumer Reviews Evolve, in: Journal of Interactive Marketing, Vol. 25, No. 2, S. 85-94.

    Article  Google Scholar 

  • Cheong, H.J./Morrison, M.A. (2008): Consumers’ Reliance on Product Information and Recommendations Found in UGC, in: Journal of Interactive Advertising, Vol. 8, No. 2, S. 38-49.

    Article  Google Scholar 

  • Cho, Y./Im, I./Hiltz, R. (2003): The Impact of E-Services Failures and Customer Complaints on Electronic Commerce Customer Relationship Management, in: Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, Vol. 16, No. 1, S. 106-118.

    Google Scholar 

  • Conlon, D.E./Murray, N.M. (1996): Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations, in: The Academy of Management Journal, Vol. 39, No. 4, S. 1040-1056.

    Article  Google Scholar 

  • Cornwell, T.B./Bligh, A.D./Babakus, E. (1991): Complaint Behavior of Mexican-American Consumers to a Third-Party Agency, in: Journal of Consumer Affairs, Vol. 25, No. 1, S. 1-18.

    Article  Google Scholar 

  • Culnan, M.J./McHugh, P.J./Zubillaga, J.I. (2010): How Large U.S. Companies Can Use Twitter and Other Social Media to Gain Business Value, in: MIS Quarterly Executive, Vol. 9, No. 4, S. 243-259.

    Google Scholar 

  • Davidow, M. (2003): Organizational Responses to Customer Complaints: What Works and What Doesn’t, in: Journal of Service Research, Vol. 5, No. 3, S. 225-250.

    Article  Google Scholar 

  • Day, R.L./Grabicke, K./Schaetzle, T./Staubach, F. (1981): The Hidden Agenda of Consumer Complaining, in: Journal of Retailing, Vol. 57, No. 3, S. 86-106.

    Google Scholar 

  • Fischer, A./Langner, T. (2008): Markenkommunikation 2.0 – Konsumenten formen Markenbotschaften, in: Marketing Review St. Gallen, 25. Jg., Nr. 5, S. 16-20.

    Article  Google Scholar 

  • Fishburn Hedges/Echo Research (2012): The social media customer. Social media success for brands that give it a go, http://www.fishburn-hedges.co.uk/images/ThesocialmediacustomerFULLREPORT.pdf (Zugriff am 13.09.2012).

  • Folkes, V.S. (1984): Consumer Reactions to Product Failure: An Attributional Approach, in: Journal of Consumer Research, Vol. 10, No. 4, S. 398-409.

    Article  Google Scholar 

  • Gnambs, T./Batinic, B. (2011): Qualitative Online-Forschung, in: Naderer, G./Balzer, E (Hrsg.): Qualitative Marktforschung in Theorie und Praxis – Grundlagen, Methoden, Anwendungen, 2. Aufl., S. 387-404.

    Google Scholar 

  • Grégoire, Y./Tripp, T.M./Legoux, R. (2009): When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance, in: Journal of Marketing, Vol. 73, No. 6, S. 18-32.

    Article  Google Scholar 

  • Grove, S.J./Fisk, R.P. (1997): The Impact of Other Customers on Service Experiences: A Critical Incident Examination of "Getting Along", in: Journal of Retailing, Vol. 73, No. 1, S. 63-85.

    Article  Google Scholar 

  • Harrison-Walker, L.J. (2001): E-Complaining: A Content Analysis of an Internet Complaint Forum, in: Journal of Services Marketing, Vol. 15, No. 5, S. 397-412.

    Article  Google Scholar 

  • Hennig-Thurau, T./Gwinner, K.P./Walsh, G./Gremler, D.D. (2004): Electronic Word-of- Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?, in: Journal of Interactive Marketing, Vol. 18, No. 1, S. 38-52.

    Article  Google Scholar 

  • Hoffman, D.L. (2011): Call for Papers – Social Media: Issues and Challenges, in: Journal of Interactive Advertising, Vol. 25, No. 1, S. 64-65

    Google Scholar 

  • Holloway, B./Beatty, S.E. (2003): Service Failure in Online Retailing, in: Journal of Service Research, Vol. 6, No. 1, S. 92-105.

    Article  Google Scholar 

  • Hong, J.Y.; Lee; W.N. (2005): Consumer complaint behavior in the online environment, in: Gao, Y. (Hrsg.): Web systems design and online consumer behavior, New Jersey, S. 90-105.

    Google Scholar 

  • Howard, D.J./Gengler, C. (2001): Emotional Contagion Effects on Product Attitudes, in: Journal of Consumer Research, Vol. 28, No. 2, S. 189-201.

    Article  Google Scholar 

  • Indigne, K. (2011): Bad customer experience: power to the people?, in: The Customer Blog, http://thecustomerblog.co.uk/2011/09/12/bad-customer-experience-power-tothe-people/ (Zugriff am 21.05.2012).

  • Jansen, B.J./Zhang, M./Sobel, K./Chowdury, A. (2009): Twitter Power: Tweets as Electronic Word of Mouth, in: Journal of the American Society for Information Science & Technology, Vol. 60, No. 11, S. 2169-2188.

    Article  Google Scholar 

  • Kane, G.C./Fichman, R.G./Gallaugher, J./Glaser, J. (2009): Community Relations 2.0, in: Harvard Business Review, Vol. 87, No. 11, S. 45-50.

    Google Scholar 

  • Kaplan, A.M./Hänlein, M. (2010): Users Of the World, Unite! The Challenges and Opportunities of Social Media, in: Business Horizons, Vol. 53, No. 1, S. 59-68.

    Article  Google Scholar 

  • Keaveney, S.M. (1995): Customer Switching Behavior in Service Industries: An Exploratory Study, in: Journal of Marketing, Vol. 59, No. 2, S. 71-82.

    Article  Google Scholar 

  • Kelleher, T./Miller, B.M. (2006):Organizational Blogs and the Human Voice: Relational Strategies and Relational Outcomes, in: Journal of Computer-Mediated Communication, Vol. 11, No. 2, S. 395-414.

    Article  Google Scholar 

  • Kowalski, R. (2002): Whining, Griping and Complaining: Positivity in the Negativity, in: Journal of Clinical Psychology, Vol. 58, No. 9, S. 1023-1035.

    Article  Google Scholar 

  • Kozinets, R.V. (1998): On Netnography: Initial Reflections on Consumer Research Investigations of Cyberculture, in: Advances in Consumer Research, Vol. 25, No. 1, S. 366-371.

    Google Scholar 

  • Kozinets, R.V. (2002): The Field Behind the Screen: Using Netnography for Marketing Research in Online Communities, in: Journal of Marketing Research, Vol. 39, No. 1, S. 61-72.

    Article  Google Scholar 

  • Langer, R./Beckmann, S.C. (2005): Sensitive Research Topics: Netnography Revisited, in: Qualitative Market Research: An International Journal, Vol. 8, No. 2, S. 189-203.

    Article  Google Scholar 

  • Lee, S.J./Lee, Z. (2006): An Experimental Study of Online Complaint Management in the Online Feedback Forum, in: Journal of Organizational Computing & Electronic Commerce, Vol. 16, No. 1, S. 65-85.

    Article  Google Scholar 

  • Mattila, A.S./Wirtz, J. (2004): Consumer Complaining to Firms: The Determinants of Channel Choice, in: Journal of Services Marketing, Vol. 18, No. 2, S. 147-155.

    Article  Google Scholar 

  • Mayring, P. (2008): Qualitative Inhaltsanalyse: Grundlagen und Techniken, 10. Aufl., Weinheim.

    Google Scholar 

  • McCann, D. (2010): The Cost of Social Media Phobia in: CFO Magazine, http://www.cfo.com/printable/article.cfm/14508434 (Zugriff am 08.09.2011).

  • Meuter, M.L./Ostrom, A.L./Roundtree, R.I./Bitner, M.J. (2000): Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters, in: The Journal of Marketing, Vol. 64, No. 3, S. 50-64.

    Article  Google Scholar 

  • Mittelstanddirekt (2011): Kundenakquise – Unternehmen gehen falsch mit Social Media um, http://www.mittelstanddirekt.de/home/it_und_internet/nachrichten/unternehmen_gehen_falsch_mit_social_media_um.html (Zugriff am 21.05.2012).

  • Naylor, G. (2003): The Complaining Customer: A Service Provider’s Best Friend?, in: Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, Vol. 16, No. 1, S. 241-248.

    Google Scholar 

  • Nyer, P.U. (2000): An Investigation into Whether Complaining Can Cause Increased Consumer Satisfaction, in: Journal of Consumer Marketing, Vol. 17, No. 1, S. 9-17.

    Article  Google Scholar 

  • O’Sullivan, P. B. (2000): What you don’t know won’t hurt me: impression management functions of communication channels in relationships, in: Human Communication Research, Vol. 26, No. 3, S. 403-431.

    Google Scholar 

  • Parasuraman, A./Berry, L.L./Zeithaml, V.A. (1991): Understanding Customer Expectations of Service, in: Sloan Management Review, Vol. 32, No. 3, S. 39-48.

    Google Scholar 

  • Reischauer, C. (2011): Wertvolle Netzwerke, in: Absatzwirtschaft, 53. Jg., Nr. 5, S. 2-7.

    Google Scholar 

  • Robertson, N./Shaw, R. N. (2009): Predicting the likelihood of voiced complaints in the self-service technology context, in: Journal of Service Research, Vol. 12, No. 1, S. 100-116.

    Article  Google Scholar 

  • Scheer, U. (2012): Soziale Netzwerke – Suche Krisenmanger für Shitstorm, http://www.faz.net/aktuell/beruf-chance/soziale-netzwerke-suche-krisenmanager-fuer-shitstorm-11906530.html, (Zugriff am 10.10.2012).

  • Searls, D./Weinberger, D. (2001): Markets Are Conversations The Cluetrain Manifesto: The End of Business as Usual, http://www.cluetrain.com/book/markets.html (Zugriff am 14.01.2012).

  • Sen, S./Lerman, D. (2007): Why are You Telling Me This? An Examination into Negative Consumer Reviews on the Web, in: Journal of Interactive Marketing, Vol. 21, No. 4, S. 76-94.

    Article  Google Scholar 

  • Singh, J. (1988): Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues, in: Journal of Marketing, Vol. 52, No. 1, S. 93-107.

    Article  Google Scholar 

  • Smith, A.K./Bolton, R./Wagner, J. (1999): A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery, in: Journal of Marketing Research, Vol. 36, No. 3, S. 356-372.

    Article  Google Scholar 

  • Srnka, K.J. (2007): Integration qualitativer und quantitativer Forschungsmethoden, in: Marketing ZFP, 29. Jg., Nr. 4, S. 247-260.

    Google Scholar 

  • States, K. (2009): YouTube and Others Expose You to the Whole Wide World, in: Inside Tucson Business, Vol. 20, No. 14, S. 13-14.

    Google Scholar 

  • Strauss, J./Hill, D.J. (2001): Consumer Complaints by E-Mail: An Exploratory Investigation of Corporate Responses and Customer Reactions, in: Journal of Interactive Marketing, Vol. 15, No. 1, S. 63-73.

    Article  Google Scholar 

  • Sweetser, K.D./Lariscy, R.W. (2008): Candidates Make Good Friends: An Analysis of Candidates’ Uses of Facebook, in: International Journal of Strategic Communication, Vol. 2, No. 3, S. 175-198.

    Article  Google Scholar 

  • Tripp, T.M./Grégoire, Y. (2011): When Unhappy Customers Strike Back on the Internet, in: MIT Sloan Management Review, Vol. 52, No. 3, S. 37-44.

    Google Scholar 

  • Ugander, J./Karrer, B./Backstrom, L./Marlow, C. (2011): The Anatomy of the Facebook Social Graph, http://arxiv.org/abs/1111.4503 (Zugriff am 16.02.2012).

  • van Noort, G./Willemsen, L.M. (2012): Online Damage Control: The Effects of Proactive Versus Reactive Webcare Interventions in Consumer-generated and Brandgenerated Platforms, in: Journal of Interactive Marketing, Vol. 26, No. 8, S. 131-141.

    Article  Google Scholar 

  • Ward, J.C./Ostrom, A.L. (2006): Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites, in: Journal of Consumer Research, Vol. 33, No. 2, S. 220-230.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Lehrstuhl für Dienstleistungsmanagement, Katholische Universität Eichstätt-Ingolstadt, Auf der Schanz 49, Ingolstadt, D-85049, Deutschland

    Prof. Dr. Jens Hogreve, Tönnjes Eller & Nikola Firmhofer

Authors
  1. Prof. Dr. Jens Hogreve
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Tönnjes Eller
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Nikola Firmhofer
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Jens Hogreve .

Editor information

Editors and Affiliations

  1. Unternehmensführung, Univ. Basel, Basel, Switzerland

    Manfred Bruhn

  2. Universität Hohenheim (510P) Institut für Marketing & Management, Stuttgart, Germany

    Karsten Hadwich

Rights and permissions

Reprints and permissions

Copyright information

© 2013 Springer Fachmedien Wiesbaden

About this chapter

Cite this chapter

Hogreve, J., Eller, T., Firmhofer, N. (2013). When The Whole World is Listening – An Exploratory Investigation of Individual Complaints on Social Media Platforms. In: Bruhn, M., Hadwich, K. (eds) Dienstleistungsmanagement und Social Media. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-01248-9_23

Download citation

  • DOI: https://doi.org/10.1007/978-3-658-01248-9_23

  • Published:

  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-01247-2

  • Online ISBN: 978-3-658-01248-9

  • eBook Packages: Business and Economics (German Language)

Publish with us

Policies and ethics

Search

Navigation