When dissatisfied customers express revenge online: Who are they and how do you deal with their complaints? (notice n° 464473)
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| fixed length control field | 01576cam a2200217 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250121051323.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Besbes Sahli, Alia |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | When dissatisfied customers express revenge online: Who are they and how do you deal with their complaints? |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2021.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 47 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | • Research objectivesNowadays, more and more customers are using the Internet to express their dissatisfaction and take revenge online. It is therefore becoming essential for companies to identify the profile of the senders of these messages. • MethodologyWe conducted a qualitative netnographic study with a sample of 62 speeches • ResultsTwo main results emanate from this research: the proposal of a definition of the online avenger and the identification of a typology of reaction following a failure situation. • Managerial/societal implicationsThis typology provides companies with the means and methods to reduce the spread of vindictive messages from individuals online. • OriginalityThe typology thus developed is based on the different emotional and editorial reactions of consumers, highlighting the fragility of the company-customer relationship. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | netnography |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | qualitative study |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | avenger profile |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | revenge online |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Internet |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Décisions Marketing | o 102 | 2 | 2021-07-15 | p. 247-264 | 0779-7389 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/journal-decisions-marketing-2021-2-page-247?lang=en&redirect-ssocas=7080">https://shs.cairn.info/journal-decisions-marketing-2021-2-page-247?lang=en&redirect-ssocas=7080</a> |
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