What Do Online Complainers Want? An Examination of the Justice Motivations and the Moral Implications of Vigilante and Reparation Schemas
This research aims to understand how two basic schemas—vigilante and reparation—influence online public complaining. Drawing on two experiments, a longitudinal field study and content analysis of online complaints, the current research makes three core contributions. First, we show that for similar...
| Authors: | ; ; ; ; ; |
|---|---|
| Format: | Electronic Article |
| Language: | English |
| Check availability: | HBZ Gateway |
| Journals Online & Print: | Drawer...
|
| Fernleihe: | Fernleihe für die Fachinformationsdienste |
| Published: |
Springer
2019
|
| In: |
Journal of business ethics
Year: 2019, Volume: 160, Issue: 1, Pages: 167-188 |
| Further subjects: | B
Online complaining
B Ethics consumer behavior B Justice Theory B textual analysis B Customer revenge B Conflict frames B Cognitive schemas B Service failure |
| Online Access: |
Volltext (lizenzpflichtig) |
MARC
| LEADER | 00000caa a22000002 4500 | ||
|---|---|---|---|
| 001 | 1785609165 | ||
| 003 | DE-627 | ||
| 005 | 20230710120937.0 | ||
| 007 | cr uuu---uuuuu | ||
| 008 | 220112s2019 xx |||||o 00| ||eng c | ||
| 024 | 7 | |a 10.1007/s10551-018-3850-1 |2 doi | |
| 035 | |a (DE-627)1785609165 | ||
| 035 | |a (DE-599)KXP1785609165 | ||
| 035 | |a (DE-He213)s10551-018-3850-1-e | ||
| 040 | |a DE-627 |b ger |c DE-627 |e rda | ||
| 041 | |a eng | ||
| 084 | |a 1 |2 ssgn | ||
| 100 | 1 | |a Grégoire, Yany |e VerfasserIn |4 aut | |
| 245 | 1 | 0 | |a What Do Online Complainers Want? An Examination of the Justice Motivations and the Moral Implications of Vigilante and Reparation Schemas |
| 264 | 1 | |c 2019 | |
| 336 | |a Text |b txt |2 rdacontent | ||
| 337 | |a Computermedien |b c |2 rdamedia | ||
| 338 | |a Online-Ressource |b cr |2 rdacarrier | ||
| 520 | |a This research aims to understand how two basic schemas—vigilante and reparation—influence online public complaining. Drawing on two experiments, a longitudinal field study and content analysis of online complaints, the current research makes three core contributions. First, we show that for similar service failures, each schema is associated with different justice motivations (i.e., in terms of recovery, revenge, and protection of others), which have different moral implications for consumers. Second, vigilante and reparation complainers write complaints in a different manner and are drawn to different online platforms; this information is helpful to identify complainers using each schema. Third, the schemas moderate the process leading to different post-complaint benefits (i.e., resolution and positive affect). Specifically, perseverance has a greater effect on obtaining a resolution for reparation complainers compared to vigilantes. Additionally, whereas a recovery leads to an increase in positive affect for reparation complainers, vigilantes experience a high level of positive affect simply by posting their complaint (regardless of the resolution). The theoretical, ethical, and managerial implications of these findings are discussed. | ||
| 650 | 4 | |a textual analysis | |
| 650 | 4 | |a Ethics consumer behavior | |
| 650 | 4 | |a Conflict frames | |
| 650 | 4 | |a Cognitive schemas | |
| 650 | 4 | |a Customer revenge | |
| 650 | 4 | |a Service failure | |
| 650 | 4 | |a Justice Theory | |
| 650 | 4 | |a Online complaining | |
| 700 | 1 | |a Legoux, Renaud |e VerfasserIn |4 aut | |
| 700 | 1 | |a Tripp, Thomas M. |e VerfasserIn |4 aut | |
| 700 | 1 | |a Radanielina-Hita, Marie-Louise |e VerfasserIn |4 aut | |
| 700 | 1 | |a Joireman, Jeffrey |e VerfasserIn |4 aut | |
| 700 | 1 | |a Rotman, Jeffrey D. |e VerfasserIn |4 aut | |
| 773 | 0 | 8 | |i Enthalten in |t Journal of business ethics |d Dordrecht : Springer, 1982 |g 160(2019), 1, Seite 167-188 |h Online-Ressource |w (DE-627)270937129 |w (DE-600)1478688-6 |w (DE-576)121465284 |x 1573-0697 |7 nnns |
| 773 | 1 | 8 | |g volume:160 |g year:2019 |g number:1 |g pages:167-188 |
| 856 | 4 | 0 | |u https://doi.org/10.1007/s10551-018-3850-1 |x Resolving-System |z lizenzpflichtig |3 Volltext |
| 935 | |a mteo | ||
| 951 | |a AR | ||
| ELC | |a 1 | ||
| ITA | |a 1 |t 1 | ||
| LOK | |0 000 xxxxxcx a22 zn 4500 | ||
| LOK | |0 001 4033668039 | ||
| LOK | |0 003 DE-627 | ||
| LOK | |0 004 1785609165 | ||
| LOK | |0 005 20220112043512 | ||
| LOK | |0 008 220112||||||||||||||||ger||||||| | ||
| LOK | |0 035 |a (DE-Tue135)IxTheo#2021-12-30#7473A4BB5BAA796C548BA7EC20B61425329F4740 | ||
| LOK | |0 040 |a DE-Tue135 |c DE-627 |d DE-Tue135 | ||
| LOK | |0 092 |o n | ||
| LOK | |0 852 |a DE-Tue135 | ||
| LOK | |0 852 1 |9 00 | ||
| LOK | |0 935 |a ixzs |a ixrk |a zota | ||
| ORI | |a SA-MARC-ixtheoa001.raw | ||