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Timeliness, transparency, and trust: A framework for managing online customer complaints

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  • Stevens, Jennifer L.
  • Spaid, Brian I.
  • Breazeale, Michael
  • Esmark Jones, Carol L.

Abstract

This article discusses several practical solutions for dealing with online customer complaints. Online complaints are inevitable; how a firm responds can make the difference. There are techniques that managers can use not only to minimize the detrimental impact of online complaints, but also to produce beneficial outcomes. Herein, we introduce our 3T framework, designed to help managers and support teams respond to online complaints in a thoughtful and measured way. We build on word-of-mouth research and several theories from marketing, service marketing, journalism, and business ethics. With so many reviews posted online every second, firms must employ best practices grounded in empirical research and solid conceptualization to deal with this important component of online customer service.

Suggested Citation

  • Stevens, Jennifer L. & Spaid, Brian I. & Breazeale, Michael & Esmark Jones, Carol L., 2018. "Timeliness, transparency, and trust: A framework for managing online customer complaints," Business Horizons, Elsevier, vol. 61(3), pages 375-384.
    • Handle: RePEc:eee:bushor:v:61:y:2018:i:3:p:375-384
    DOI: 10.1016/j.bushor.2018.01.007
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    References listed on IDEAS

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