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The impact of cyberostracism on online complaint handling
16 references·6 citing·42 second hop
The impact of cyberostracism on online complaint handling (2013)The impact of cyberostracism on online co…Mental Accounting and Consumer Choice (2008)Mental Accounting and Consume…Customer perceptions of e‐service quality in online shopping (2005)Customer perceptions of e‐ser…Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Electronic word-of-mouth via …The influence of technology anxiety on consumer use and experiences with self-service technologies (2003)The influence of technology a…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Cyberostracism: Effects of being ignored over the Internet. (2000)Cyberostracism: Effects of be…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The need to belong: Desire for interpersonal attachments as a fundamental human motivation. (1995)The need to belong: Desire fo…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Relations among emotion, appraisal, and emotional action readiness. (1989)Relations among emotion, appr…Toward a Self-Evaluation Maintenance Model of Social Behavior (1988)Toward a Self-Evaluation Main…Emotion knowledge: Further exploration of a prototype approach. (1987)Emotion knowledge: Further ex…Mental Accounting and Consumer Choice (1985)Mental Accounting and Consume…Helplessness: On Depression, Development, and Death (1975)Helplessness: On Depression, …New directions in equity research. (1973)New directions in equity rese…Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust (2022)Successful complaint handling…Do they see the signs? Organizational response behavior to customer complaint messages (2021)Do they see the signs? Organi…Complaint Management- Review And Additional Insights (2020)Complaint Management- Review …Cyber-ostracism and its relation to depression among Chinese adolescents: The moderating role of optimism (2017)Cyber-ostracism and its relat…Complaint handling on social media: The impact of multiple response times on consumer satisfaction (2017)Complaint handling on social …Consumers’ satisfaction with online group buying – an incentive strategy (2015)Consumers’ satisfaction with …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Cognitive, social, and physiological determinants of emotional state. 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this work references cited by second hop

References

  • 1995The need to belong: Desire for interpersonal attachments as a fundamental human motivation.21,991 cited
  • 1975Helplessness: On Depression, Development, and Death6,180 cited
  • 2004Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?5,913 cited
  • 1985Mental Accounting and Consumer Choice4,875 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 2008Mental Accounting and Consumer Choice3,415 cited
  • 1987Emotion knowledge: Further exploration of a prototype approach.3,071 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1989Relations among emotion, appraisal, and emotional action readiness.2,379 cited
  • 2000Cyberostracism: Effects of being ignored over the Internet.2,276 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1988Toward a Self-Evaluation Maintenance Model of Social Behavior1,873 cited
  • 1973New directions in equity research.1,649 cited

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2005
Customer perceptions of e‐service quality in online shopping
1,320 cited
  • 2003The influence of technology anxiety on consumer use and experiences with self-service technologies1,244 cited
  • Cited by

    • 2017Complaint handling on social media: The impact of multiple response times on consumer satisfaction139 cited
    • 2017Cyber-ostracism and its relation to depression among Chinese adolescents: The moderating role of optimism64 cited
    • 2022Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust41 cited
    • 2020Complaint Management- Review And Additional Insights23 cited
    • 2021Do they see the signs? Organizational response behavior to customer complaint messages23 cited
    • 2015Consumers’ satisfaction with online group buying – an incentive strategy18 cited