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The Fellow Customers’ Engagement Behaviors in SEPs

In: Sharing Economy Platforms

Author

Listed:
  • Ruizhi Yuan

    (Nottingham University Business School China, University of Nottingham Ningbo China)

  • Cheng Wang

    (Zhejiang University)

  • Lixian Qian

    (International Business School Suzhou, Xi’an Jiaotong-Liverpool University)

Abstract

This chapter aims to advance the service management literature by further illuminating the relationships between focal customers’ online complaints following service failures and fellow customers’ engagement behavior (CEB). Using data from 39 cases of customers complaining about Tuniu (a leading online travel agency in China) on Weibo (China’s largest microblogging site), this chapter examines how distinct attributes of complaints and firm responsiveness relate to fellow CEB. The results show that non-frustration status of the focal customer is a necessary condition—in other words, a prerequisite—for high fellow CEB. The results also show that fellow customers are more likely to engage with focal customers when they receive more cognitive information from them rather than emotional descriptions. In addition, we find that fellow customers are more sensitive to firm responsiveness. This study provides a framework for service managers for participating in and managing online complaints.

Suggested Citation

  • Ruizhi Yuan & Cheng Wang & Lixian Qian, 2024. "The Fellow Customers’ Engagement Behaviors in SEPs," Springer Books, in: Ruizhi Yuan & Martin J. Liu (ed.), Sharing Economy Platforms, chapter 0, pages 101-111, Springer.
    • Handle: RePEc:spr:sprchp:978-981-97-5404-5_9
    DOI: 10.1007/978-981-97-5404-5_9
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