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The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders

Citations

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Cited by:

  1. Sengupta, Sanchayan & Rokonuzzaman, Md & Kumar Jaiswal, Anand & Filieri, Raffaele, 2025. "Impact of virtual presence of others on social media service recovery evaluations: A cross-cultural perspective," Journal of Business Research, Elsevier, vol. 191(C).
  2. Weitzl, Wolfgang J. & Einwiller, Sabine A., 2020. "Profiling (un-)committed online complainants: Their characteristics and post-webcare reactions," Journal of Business Research, Elsevier, vol. 117(C), pages 740-753.
  3. Zhu, John Jianjun & Chang, Yung-Chun & Ku, Chih-Hao & Li, Stella Yiyan & Chen, Chi-Jen, 2021. "Online critical review classification in response strategy and service provider rating: Algorithms from heuristic processing, sentiment analysis to deep learning," Journal of Business Research, Elsevier, vol. 129(C), pages 860-877.
  4. Sharma, Isha & Jain, Kokil & Behl, Abhishek, 2020. "Effect of service transgressions on distant third-party customers: The role of moral identity and moral judgment," Journal of Business Research, Elsevier, vol. 121(C), pages 696-712.
  5. Azemi, Yllka & Ozuem, Wilson & Howell, Kerry E. & Lancaster, Geoff, 2019. "An exploration into the practice of online service failure and recovery strategies in the Balkans," Journal of Business Research, Elsevier, vol. 94(C), pages 420-431.
  6. Pantea Foroudi & S. Asieh Hosseini Tabaghdehi & Valentina Cillo & Maria Teresa Cuomo, 2025. "E-service failure and recovery strategy in times of crisis: effect on peer attitudes, expectation and future intention," Review of Managerial Science, Springer, vol. 19(2), pages 537-571, February.
  7. Wei Feng & Jinzhe Yan, 2024. "Language Abstraction in Negative Online Customer Reviews: The Choice of Corporate Response Strategy and Voice," SAGE Open, , vol. 14(2), pages 21582440241, April.
  8. Chandrasapth, Koblarp & Yannopoulou, Natalia & Schoefer, Klaus & Liu, Martin J., 2022. "A multimodal discourse-mythological approach to understanding brand-based conflicts in online consumer communities: The case of Samsung vs. Huawei," Journal of Business Research, Elsevier, vol. 144(C), pages 1103-1120.
  9. Surachartkumtonkun, Jiraporn (Nui) & Grace, Debra & Ross, Mitchell, 2021. "Unfair customer reviews: Third-party perceptions and managerial responses," Journal of Business Research, Elsevier, vol. 132(C), pages 631-640.
  10. Stuhldreier, Sanja Maria, 2024. "Unlocking (re)purchase potential through corporate responsiveness on social networks: The role of perceived customer orientation," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  11. Donthu, Naveen & Kumar, Satish & Pandey, Neeraj & Pandey, Nitesh & Mishra, Akanksha, 2021. "Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis," Journal of Business Research, Elsevier, vol. 135(C), pages 758-773.
  12. Pierre Genest & Léo Trespeuch, 2022. "Internet users’ perception about the impact of the pandemic on sports sponsorship [La perception des internautes face à l'impact de la pandémie sur le mécénat sportif]," Working Papers hal-03945701, HAL.
  13. Bozkurt, Sıddık & Gligor, David, 2021. "Distinguishing between the impact of social media public and private compliments on customers’ future service recovery expectations," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  14. Juhani Ukko & Minna Saunila & Sariseelia Sore & Tero Rantala & Mina Nasiri, 2023. "Exploring the Effect of E-Business Operations on E-Business Performance: Moderating Effect of Responsiveness to the Supplier," SAGE Open, , vol. 13(3), pages 21582440231, August.
  15. Chul Woo Yoo, 2020. "An Exploration of the Role of Service Recovery in Negative Electronic Word-of-Mouth Management," Information Systems Frontiers, Springer, vol. 22(3), pages 719-734, June.
  16. Hosseinpour, Masoumeh & Roschk, Holger & Breitsohl, Jan, 2026. "Coalition formation and firm representatives’ answers to complainers on social media: Their interplay and the coalition ripple effect," Journal of Business Research, Elsevier, vol. 203(C).
  17. Liao, Junyun & Chen, Jiawen & Zhao, Haichuan & Li, Muhua, 2023. "Fanning the flames: Transmitting negative word of mouth of rival brands," Journal of Business Research, Elsevier, vol. 154(C).
  18. Huang, Ran & Ha, Sejin, 2020. "The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms," Journal of Business Research, Elsevier, vol. 121(C), pages 616-627.
  19. Ku, Hsuan-Hsuan & Shang, Rong-An & Fu, Yi-Fan, 2021. "Social learning effects of complaint handling on social media: Self-construal as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  20. Yu Zhang & Bingjia Shao, 2018. "The Effect of Customer Participation Types on Online Recovery Satisfaction: A Mental Accounting Perspective," Future Internet, MDPI, vol. 10(10), pages 1-20, October.
  21. Marius Johnen & Oliver Schnittka, 2019. "When pushing back is good: the effectiveness of brand responses to social media complaints," Journal of the Academy of Marketing Science, Springer, vol. 47(5), pages 858-878, September.
  22. Béal, Mathieu & Suri, Anshu & Nguyen, Nguyen & Grégoire, Yany & Sénécal, Sylvain, 2022. "Is service recovery of equal importance for private vs public complainers?," Journal of Business Research, Elsevier, vol. 153(C), pages 392-400.
  23. Hutzinger, Clemens & Weitzl, Wolfgang J., 2021. "Co-creation of online service recoveries and its effects on complaint bystanders," Journal of Business Research, Elsevier, vol. 130(C), pages 525-538.
  24. Istanbulluoglu, Doga & Sakman, Ezgi, 2024. "Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust," European Management Journal, Elsevier, vol. 42(1), pages 11-22.
  25. Nadine Schröder & Carsten D. Schultz & Friederike Paetz & Alicja Grzadziel & Melanie Clegg, 2025. "Unraveling the Influence: Exploring the Role of User Generated Content Along the Customer Journey and Understanding Its Relevance for Research and Practice," Schmalenbach Journal of Business Research, Springer, vol. 77(3), pages 457-496, September.
  26. Koc, Erdogan & Hatipoglu, Sercan & Kivrak, Oguzhan & Celik, Cemal & Koc, Kaan, 2023. "Houston, we have a problem!: The use of ChatGPT in responding to customer complaints," Technology in Society, Elsevier, vol. 74(C).
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