Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites

By James C. Ward, Amy L. Ostrom. 2006

562 citations recorded by the source corpus.

Subfields: Communication, Marketing, Human-Computer Interaction

View Paper: https://www.semanticscholar.org/paper/bab8f9ea37f424dd5ed9ba1fbb1267906dafee5e

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Citations in the corpus

In stories we trust: How narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts (2010, unknown): “Ward and Ostrom (2006) demonstrate that these investigative consumers quickly form ad hoc groups online.”
Users of the world, unite! The challenges and opportunities of Social Media (2010, unknown): “…one reason or another–—turn out to be dissatisﬁed with or disappointed by the company’s offerings may decide to engage in virtual complaints in the form of protest websites or blogs (Ward & Ostrom, 2006), which results in the availability of potentially damaging information in online space.”
Opportunities for Innovation in the Delivery of Interactive Retail Services (2010, background): “If being heard is power, the Internet surely offers more power to consumers who can use it to post negative comments about an organization in an online chat room or consumer forum (Ward and Ostrom 2006).”
Self-Threat and Product Failure: How Internal Attributions of Blame Affect Consumer Complaining Behavior (2012, background): “…previous complaining literature has focused investigation on circumstances in which product failure is due to external sources (Folkes 1988; Hocutt, Chakraborty, and Mowen 1997), the nature of consumer complaining psychology is changing and becoming more complex (Suler 2004; Ward and Ostrom 2006).”
The early bird catches the news: Nine things you should know about micro-blogging (2011, background): “Also, by handling dissatisfied customers as early as possible, firms can avoid issues growing out of proportion and evolving into organized forms of customer protest, such as consumer boycotts (Garrett, 1987) or complaint websites (Ward & Ostrom, 2006).”
Online Damage Control: The Effects of Proactive versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms (2012, background): “Complaints, heretofore expressed in one-to-one communication, are now publicly shared on social network sites, (anti)brand communities, review sites and (micro)blogs (Ward and Ostrom 2006).”
The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders (2017, background): “Consumers use this public forum to voice and share complaints and critiques that are visible to millions of others (Ward & Ostrom, 2006), but also engage in pro-brand activities such as defending beloved brands against criticism (Colliander &Wien, 2013).”
Customer betrayal and retaliation: when your best customers become your worst enemies (2008, background): “Customers can also indirectly retaliate by contacting a third-party organization (i.e., an agency, the media, or a complaint website) to publicize their failure to a vast audience, a behavior named third-party complaining for publicity (cf., Ward and Ostrom 2006).”
When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009, background): “First, they can build their own “homemade” anticorporation Web sites (see Ward and Ostrom 2006).”
The NPV of bad news (2007, background): “Recently, negative word-of-mouth has drawn additional interest, as marketers have become more aware of the speed at which negative product-related information can pass through electronicmeans such as the Internet (Ritson, 2003;Ward & Ostrom, 2006).”
Marketing in Computer-Mediated Environments: Research Synthesis and New Directions (2014, unknown): “Emerging evidence (Ward and Ostrom 2006) has suggested that dissatisfied consumers may have very different motivations for complaining, ranging from simply highlighting a perceived injustice to articulating an advocacy position.”