First Response Matters: The Impact of First Public Response to Social Media Complaints on Observers' Brand Attitude

J. Liao, M. Liu, S. Zheng, R. Filieri () and X. Luo
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R. Filieri: Audencia Business School

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Abstract: Brands' public responses to consumer complaints on social media serve as critical signals that shape observers' brand attitudes.When brands respond to a complaint, their first response can be particularly influential, as it sets the tone for how the brand isperceived. This study examines two primary first public response strategies from the perspective of observers: privately‐orientedresponses (i.e., requesting to handle the complaints through private channels) and publicly‐oriented responses (i.e., addressingthe complaint directly through public communication). Drawing upon signaling theory, we demonstrate that a publicly‐oriented first response signals a stronger commitment to complaint resolution, thereby enhancing observers' attitudes.Importantly, the positive impact of a publicly‐oriented response is diminished when it follows a privately‐oriented firstresponse. Additionally, the positive effect of a publicly‐oriented first response is attenuated when the complaint directly notifiesthe brand (i.e., by mentioning the brand using "@"). Across four experimental studies in different contexts, we provide robustevidence for these effects. This study advances the literature on online complaint handling by highlighting the decisive role offirst public responses and offering actionable insights for brands managing complaints on social media.

Keywords: brand attitude; complaint response; observer; signaling theory; social media complaint (search for similar items in EconPapers)
Date: 2025-11
Note: View the original document on HAL open archive server: https://hal.science/hal-05369336v1
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Published in Psychology and Marketing, 2025, 42 (11), pp.2850-2865. ⟨10.1002/mar.70014⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05369336

DOI: 10.1002/mar.70014

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