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Online complaint communication strategy: an integrated management framework for e-businesses

Breitsohl, J. and Khammash, Marwan and Griffiths, Gareth (2014) Online complaint communication strategy: an integrated management framework for e-businesses. In: Handbook of Strategic e-Business Management. Progress in IS . Springer, pp. 907-933. ISBN 978-3-642-39746-2. (doi:10.1007/978-3-642-39747-9_38) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL
https://dx.doi.org/10.1007/978-3-642-39747-9_38

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.

Item Type: Book section
DOI/Identification number: 10.1007/978-3-642-39747-9_38
Uncontrolled keywords: Complaint behaviour – Complaint response, complaint management – Communication psychology – Online strategy – Consumer psychology
Subjects: H Social Sciences
H Social Sciences > H Social Sciences (General)
Divisions: Faculties > Social Sciences > Kent Business School > Marketing
Depositing User: Jan Breitsohl
Date Deposited: 14 Jun 2017 15:11 UTC
Last Modified: 29 May 2019 19:09 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/62077 (The current URI for this page, for reference purposes)
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