When in Rome! Complaint contagion effect in multi-actor service ecosystems
© 2020 Elsevier Inc. This paper explores the process by which other customers’ complaint behavior influences the focal customers’ complaint intentions in response to a service failure affecting multiple customers. The authors use social information processing theory to argue that the other customers...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
Elsevier
2020
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| Online Access: | http://hdl.handle.net/20.500.11937/77683 |
| _version_ | 1848763893682274304 |
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| author | Chen, Ke Chen, Jianxun Wu, Zhan Sharma, Piyush |
| author_facet | Chen, Ke Chen, Jianxun Wu, Zhan Sharma, Piyush |
| author_sort | Chen, Ke |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | © 2020 Elsevier Inc. This paper explores the process by which other customers’ complaint behavior influences the focal customers’ complaint intentions in response to a service failure affecting multiple customers. The authors use social information processing theory to argue that the other customers’ complaint behavior has a positive effect on the focal customers’ complaint intentions, which they refer to as ‘complaint contagion effect’. Next, they posit mediating role of anger and moderating effects of social identification with other customers, perceived credibility of the other customers, and the focal customers’ prior relationship with the service provider in this process. Four experiments confirm the presence of complaint contagion effect and show that the complaint contagion effect is stronger for focal customers with high social identification with others, high perceived credibility of other customers and weak prior relationship of focal customers with the service providers. |
| first_indexed | 2025-11-14T11:10:42Z |
| format | Journal Article |
| id | curtin-20.500.11937-77683 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T11:10:42Z |
| publishDate | 2020 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-776832024-06-06T02:02:40Z When in Rome! Complaint contagion effect in multi-actor service ecosystems Chen, Ke Chen, Jianxun Wu, Zhan Sharma, Piyush © 2020 Elsevier Inc. This paper explores the process by which other customers’ complaint behavior influences the focal customers’ complaint intentions in response to a service failure affecting multiple customers. The authors use social information processing theory to argue that the other customers’ complaint behavior has a positive effect on the focal customers’ complaint intentions, which they refer to as ‘complaint contagion effect’. Next, they posit mediating role of anger and moderating effects of social identification with other customers, perceived credibility of the other customers, and the focal customers’ prior relationship with the service provider in this process. Four experiments confirm the presence of complaint contagion effect and show that the complaint contagion effect is stronger for focal customers with high social identification with others, high perceived credibility of other customers and weak prior relationship of focal customers with the service providers. 2020 Journal Article http://hdl.handle.net/20.500.11937/77683 10.1016/j.jbusres.2020.01.051 Elsevier fulltext |
| spellingShingle | Chen, Ke Chen, Jianxun Wu, Zhan Sharma, Piyush When in Rome! Complaint contagion effect in multi-actor service ecosystems |
| title | When in Rome! Complaint contagion effect in multi-actor service ecosystems |
| title_full | When in Rome! Complaint contagion effect in multi-actor service ecosystems |
| title_fullStr | When in Rome! Complaint contagion effect in multi-actor service ecosystems |
| title_full_unstemmed | When in Rome! Complaint contagion effect in multi-actor service ecosystems |
| title_short | When in Rome! Complaint contagion effect in multi-actor service ecosystems |
| title_sort | when in rome! complaint contagion effect in multi-actor service ecosystems |
| url | http://hdl.handle.net/20.500.11937/77683 |