Papers by gareth griffiths
International Journal of Information Management, 2011
... and communication behaviour. In summary, some theoretical and practical implications are high... more ... and communication behaviour. In summary, some theoretical and practical implications are highlighted and discussed. Keywords: e-Business; e-Marketing; Online opinion portals; e-WOM. Article Outline. 1. Introduction 2. Research ...
Journal of Enterprise …, Jan 1, 2010
Purpose The purpose of this paper is to investigate public online consumer complaint responses ... more Purpose The purpose of this paper is to investigate public online consumer complaint responses from three different perspectives: the complainer, the company and third party consumers. Consumer complaint behaviour and management has been studied in various streams of literature, ...
Handbook on e-business strategic management, 2014
The purpose of this chapter is to provide a holistic framework of complaint communication managem... more The purpose of this chapter is to provide a holistic framework of 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, e-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.
Journal of Enterprise Information Management, 2010
Purpose -The purpose of this paper is to investigate public online consumer complaint responses f... more Purpose -The purpose of this paper is to investigate public online consumer complaint responses from three different perspectives: the complainer, the company and third party consumers. Consumer complaint behaviour and management has been studied in various streams of literature, yet the subsequent processes triggered by a company complaint response have not been studied so far. In particular, this paper seeks to divert from examining complaint participants in isolation by recognising interrelated communication effects of complaint dialogue and public media. Design/methodology/approach -Looking at credibility perceptions as a theoretical construct for measuring the utility of a complaint as well as attitude-orientation as an evaluative moderator, the paper highlights the ambiguity of meaning transfer in an online complaint forum. Findings -It is hypothesised that credibility and congruence in attitude orientation positively enhance complaint utility perceptions and strongly bias complaint dialogue evaluations. Originality/value -The paper highlights that expected relevant results for online complaint managers and marketers alike are the inclusion of post-complaint communication into corporate image and relationship management as well as using credibility perceptions as a benchmark for online customer satisfaction and potential positive electronic word-of-mouth.
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Papers by gareth griffiths