The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites
Abstract
Consumers who once might have voiced their dissatisfaction with a firm to a few friends and acquaintances are now constructing Web sites to tell the world about their dissatisfaction. Protest-framing theory reveals the interlocking rhetorical tactics (injustice, identity, and agency framing) consumers use to mobilize mass audiences against a firm, contributing important insights to our understanding of negative word of mouth. Moreover, an analysis of protest sites reveals that consumers “frame” their corporate betrayal to the public to demonstrate their power to influence others and gain revenge. As a result, a community of discontent may arise in which both individual and social identities appear to be constructed and affirmed.
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Cites
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Emotional expression and physical health: Revising traumatic memories or fostering self-regulation?
Greenberg, M. A., Wortman, C. B., & Stone, A. A. (1996) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.71.3.588 · Cited by 247
Cited by
Users of the world, unite! The challenges and opportunities of Social Media
Kaplan, A. M., & Haenlein, M. (2010) · Business Horizons · doi:10.1016/j.bushor.2009.09.003 · Cited by 17,875
“…one reason or another–—turn out to be dissatisfied with or disappointed by the company’s offerings may decide to engage in virtual complaints in the form of protest websites or blogs (Ward & Ostrom, 2006), which results in the availability of potentially damaging information in online space.”
Word of mouth and interpersonal communication: A review and directions for future research
Berger, J. (2014) · Journal of Consumer Psychology · doi:10.1016/j.jcps.2014.05.002 · Cited by 1,469
Yim, C. K. (., Tse, D. K., & Chan, K. W. (2008) · Journal of Marketing Research · doi:10.1509/jmkr.45.6.741 · Cited by 583
Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.04.014 · Cited by 489
Timeliness, transparency, and trust: A framework for managing online customer complaints
Stevens, J. L., Spaid, B. I., Breazeale, M., & Esmark Jones, C. L. (2018) · Business Horizons · doi:10.1016/j.bushor.2018.01.007 · Cited by 123
Metadata
- Authors
- Ward, J. C., & Ostrom, A. L.
- Venue
- Journal of Consumer Research
- Publisher
- Oxford University Press (OUP)
- Published
- 2006-09
- Volume
- 33
- Issue
- 2
- Pages
- 220-230
- ISSN
- 0093-5301 (ISSN-L)
- 1537-5277
- OpenAlex
- W2181024084
- Cited by
- 524
- References
- 4
- FWCI
- 34.58
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
