Online Complaint Communication Strategy: An Integrated Management Framework for e-Businesses

Jan Breitsohl (), Marwan Khammash () and Gareth Griffiths
Additional contact information
Jan Breitsohl: Bangor University
Marwan Khammash: University of Sussex

A chapter in Handbook of Strategic e-Business Management, 2014, pp 907-933 from Springer

Abstract: Abstract The purpose of this chapter is to provide a holistic framework of contemporary complaint communication management on the Internet. Specifically, a model for e-businesses strategy is put forward which integrates the communication perspective of online complainers, the company as respondents and observers who follow the complaint dialogue online. In acknowledgement of the active or passive influence of each communication participant on the exchange process, the particular characteristics of online complaint psychology, electronic communication channels and related management systems are reflected within a circular process model that highlights the need for e-managers to develop and implement strategic means to proactively control and respond to negative publicity on the Internet. By distinctively focusing on studies from communication psychology, strategic management, marketing and Information technology that were conducted in an online environment, this chapter aims to address the lack of literary integration with regards to the unique managerial demands posed through online complaint communication paradigms.

Keywords: Complaint behaviour; Complaint response; complaint management; Communication psychology; Online strategy; Consumer psychology (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations: View citations in EconPapers (1)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:prochp:978-3-642-39747-9_38

Ordering information: This item can be ordered from
http://www.springer.com/9783642397479

DOI: 10.1007/978-3-642-39747-9_38

Access Statistics for this chapter

More chapters in Progress in IS from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().