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SEASONALITY OF CONSUMERS' THIRD-PARTY ONLINE COMPLAINING BEHAVIOR
- Authors
- Lee, Seungsin; Park, Jungkun; Hyun, Hyowon; Back, Seungyup; Lee, Sukhyung Bryan; Gunn, Frances; Ahn, Jiseon
- Issue Date
- Mar-2018
- Publisher
- SOC PERSONALITY RES INC
- Keywords
- complaint seasonality; service failure; third-party online complaints; electronic word of mouth; negative eWOM
- Citation
- SOCIAL BEHAVIOR AND PERSONALITY, v.46, no.3, pp.459 - 470
- Indexed
- SSCI
SCOPUS
- Journal Title
- SOCIAL BEHAVIOR AND PERSONALITY
- Volume
- 46
- Number
- 3
- Start Page
- 459
- End Page
- 470
- ISSN
- 0301-2212
- Abstract
- We examined consumer complaining behavior on a third-party website at different times during a 1-year period, with a focus on seasonal differences in complaints made during the year. We collected 1,799 complaints as data from the website and applied both content analysis and critical incident technique to identify whether or not there were seasonal differences in reasons for reporting complaints and the frequency of complaints. Results showed that there were differences in frequency and type of complaint between the nonholiday shopping season and the holiday shopping season from Thanksgiving to Christmas. Our findings contribute to a topic on which there is a paucity of empirical research.
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Related Researcher
- Ahn, Jiseon
- SCHOOL OF BUSINESS (SCHOOL OF BUSINESS ADMINISTRATION)