Customer responses to service failures on social media

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dc.authoridCesmeci, Caner/0000-0002-6315-9364|Varnali, Kaan/0000-0002-9731-6532
dc.authorwosidVarnali, Kaan/N-8826-2018
dc.contributor.authorVarnali, Kaan
dc.contributor.authorCesmeci, Caner
dc.date.accessioned2024-07-18T20:47:16Z
dc.date.available2024-07-18T20:47:16Z
dc.date.issued2022
dc.departmentİstanbul Bilgi Üniversitesien_US
dc.description.abstractPurpose As customers increasingly adopt social media as the primary channel to reach out to companies, voicing is becoming a public act. Adopting a social psychological perspective, this study aims to focus on the social dynamics that drive consumer voice on social media. Design/methodology/approach The research uses three studies. First, a list of metaperceptions about voicing behavior is compiled using the critical incident technique, and then the hypothesized effects are tested with two scenario-based experiments. Findings Metaperceptions mediate the relationship between social anxiety and the intention to voice on social media. Self-construal moderates the effect of metaperceptions, such that in the presence of a negative metaperception, the reluctance to post a direct complaint is attenuated under independent self-construal. Independent self-construal attenuates the positive effect of positive metaperception. An experimental comparison between social media and consumer review sites reveals that metaperceptions are only prevalent in social media and when the complainer construes him or herself as interdependent. Originality/value Since lodging a direct complaint to a service provider has been mainly conceived as a private behavior, the role of social dynamics in the context of voicing remains under-researched. Aiming to fill this gap, the present research empirically examines how the presence of a perceived audience affects voicing behavior.en_US
dc.description.sponsorshipIstanbul Bilgi University Scientific Research Funds [2019.02.001]en_US
dc.description.sponsorshipThis research is supported by Istanbul Bilgi University Scientific Research Funds (Project No: 2019.02.001).en_US
dc.identifier.doi10.1108/JSM-11-2020-0484
dc.identifier.endpage709en_US
dc.identifier.issn0887-6045
dc.identifier.issue5en_US
dc.identifier.scopus2-s2.0-85114508150en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage691en_US
dc.identifier.urihttps://doi.org/10.1108/JSM-11-2020-0484
dc.identifier.urihttps://hdl.handle.net/11411/7753
dc.identifier.volume36en_US
dc.identifier.wosWOS:000695570700001en_US
dc.identifier.wosqualityQ2en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Ltden_US
dc.relation.ispartofJournal of Services Marketingen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectComplaintsen_US
dc.subjectSocial Mediaen_US
dc.subjectService Failuresen_US
dc.subjectWord-Of-Mouthen_US
dc.subjectSelf-Presentationen_US
dc.subjectPrivate Selfen_US
dc.subjectAnxietyen_US
dc.subjectModelen_US
dc.subjectCommunicationen_US
dc.subjectInformationen_US
dc.subjectComplaintsen_US
dc.subjectConsumersen_US
dc.subjectBehavioren_US
dc.titleCustomer responses to service failures on social media
dc.typeArticle

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