To go public or private: Handling consumer complaints from a dynamic triadic perspective

Hsiu-Yu Hung (), Ajay Kumar (), V. Kumar, Paul Benjamin Lowry and Chih-Cheng Lin ()
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Hsiu-Yu Hung: NTU - National Taiwan University
Ajay Kumar: EM - EMLyon Business School
V. Kumar: Brock University [Canada]
Paul Benjamin Lowry: Virginia Polytechnic Institute and State University [Blacksburg]
Chih-Cheng Lin: Shih Chien University (Taiwan, Taipei) - USC

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Abstract: When firms respond to social media complaints with "Please DM us," why do some consumers comply while others publicly resist? We examine this question by studying how complaints evolve as online audiences become involved. Using Twitter field data, experiments, and interviews, we identify three stages of emotional escalation and show that effective recovery depends on matching firm responses to these stages. Our findings reveal two key insights. First, appreciation is more strongly associated with favorable public outcomes than apology, particularly as complaints intensify. Second, although explanations remain essential, compensation presents a paradox: at high emotional intensity, it improves public-resolution evaluations, whereas field and interview evidence suggests that private compensation offers may be resisted as consumers prioritize public accountability over private gain. We explain this tension as a strategic trade-off between public validation and private problem-solving. For managers, we offer a stage-based framework clarifying when to invite private contact, when to act proactively, and when public acknowledgment is necessary.

Keywords: Online complaint management; Negative emotion trajectory; Third-party online observers; Observer–Reappraisal–Coping (ORC) framework; Social Media; Public resolution; Channel change; Service failure and recovery (search for similar items in EconPapers)
Date: 2026-08-29
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Published in Journal of the Academy of Marketing Science, In press, pp.23. ⟨10.1007/s11747-026-01196-8⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05777378

DOI: 10.1007/s11747-026-01196-8

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