Timeliness, transparency, and trust: A framework for managing online customer complaints
Integrity signals
Registry
Cites
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Each is checked against this paper’s own text: does it say what the citing paper says it does?
Company-run complaint forums can shield grievances more effectively from public view, but online complaint forums run by other companies likely surface more discontent than they channel.
“Company-run complaint forums can shield grievances more effectively from public view, but online complaint forums run by other companies likely surface more discontent than they channel (89, 90).”
From Physical and virtual repertoires of contention (2022) · cites this paper as [89]
The private channeling cell is the least researched cell in Table 1 by repression researchers, but business scholarship readily advises companies on how to craft policies and practices that mitigate business risks through channeling.
“Interestingly, this is the least researched cell in Table 1 by repression researchers, but business scholarship readily advises companies on how to craft policies and practices that mitigate business risks through channeling (89–92).”
From Physical and virtual repertoires of contention (2022) · cites this paper as [89]
The citation lists haven’t been fetched yet
References 42 · Cited by 123
- Authors
- Stevens, J. L., Spaid, B. I., Breazeale, M., & Esmark Jones, C. L.
- Affiliations
- University of Toledo (US)
- Marquette University (US)
- Mississippi State University (US)
- Corresponding author
- Spaid, Brian I.
- Venue
- Business Horizons
- Publisher
- Elsevier BV
- Published
- 2018-05
- Volume
- 61
- Issue
- 3
- Pages
- 375-384
- ISSN
- 0007-6813 (ISSN-L)
- OpenAlex
- W2791135778
- Cited by
- 123
- References
- 42
- Citations by year
- 2026: 8 · 2025: 11 · 2024: 21 · 2023: 14 · 2022: 27 · 2021: 22 · 2020: 13 · 2019: 5 · 2018: 2
- FWCI
- 22.39
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Business Horizons (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Topics
- Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Communication › Public Relations and Crisis Communication
- Keywords
- online customer complaints, complaint handling, timeliness, transparency, trust, online reviews, word of mouth, customer service, service marketing, business ethics
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