Service Recovery via Twitter: An Exploration of Responses to Consumer Complaints*

IF 1.6 Q3 BUSINESS, FINANCE
Doga Istanbulluoglu, Seda Oz
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引用次数: 0

Abstract

The online response to customer complaints (i.e., service recovery) is a central feature of modern organizations' customer-focused performance management systems. Motivated by the lack of descriptive information related to complaint handling that can be used in assessing managerial performance, we collect organizations' responses to consumer complaints via Twitter and apply Zemke and Schaaf's (1990) traditional service recovery model to explore these. We collected 10,305 tweets that describe the use of Twitter for service recovery by organizations across four industries: airlines, casual dining chain restaurants, hotels, and fast-food restaurants. The findings show that in our sample, the traditional service recovery model with five service recovery elements (apology, urgent reinstatement, empathy, symbolic atonement, and follow-up) is implemented to various degrees. Furthermore, we identify three additional service recovery elements not previously discussed by prior research: channel transfer, feedback acknowledgment, and information request. Our findings have research implications and highlight the importance of incorporating online customer complaints into managerial performance systems.

通过Twitter进行服务恢复:对消费者投诉回应的探索
在线响应客户投诉(即服务恢复)是现代组织以客户为中心的绩效管理系统的核心特征。由于缺乏可用于评估管理绩效的与投诉处理相关的描述性信息,我们通过Twitter收集组织对消费者投诉的回应,并应用Zemke和Schaaf(1990)的传统服务恢复模型来探索这些。我们收集了10305条推文,这些推文描述了四个行业的组织使用Twitter进行服务恢复的情况:航空公司、休闲连锁餐厅、酒店和快餐店。研究结果表明,在我们的样本中,传统的服务补救模式有五个服务补救要素(道歉、紧急恢复、移情、象征性补偿和跟进)得到了不同程度的实施。此外,我们确定了先前研究中未讨论的三个额外的服务恢复要素:渠道转移、反馈确认和信息请求。我们的研究结果具有研究意义,并强调了将在线客户投诉纳入管理绩效系统的重要性。
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来源期刊
Accounting Perspectives
Accounting Perspectives BUSINESS, FINANCE-
CiteScore
2.60
自引率
0.00%
发文量
30
期刊介绍: Accounting Perspectives provides a forum for peer-reviewed applied research, analysis, synthesis and commentary on issues of interest to academics, practitioners, financial analysts, financial executives, regulators, accounting policy makers and accounting students. Articles are sought from academics and practitioners that address relevant issues in any and all areas of accounting and related fields, including financial accounting and reporting, auditing and other assurance services, management accounting and performance measurement, information systems and related technologies, tax policy and practice, professional ethics, accounting education, and related topics. Without limiting the generality of the foregoing.
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