E‐complaining: a content analysis of an Internet complaint forum

By L. J. Harrison‐Walker. 2001

319 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/ed806b37f220d42645e1a6fa7c47565294dca41a

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

In Strategy and Management

Citations in the corpus

Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies (2015, background): “Findings on complaints voiced on traditional media are rather numerous in the marketing literature; also online forums and booking sites have attracted researchers’ attention (Harrison-Walker, 2001; Sparks & Browning, 2010).”
Effects of brand love, personality and image on word of mouth: The case of fashion brands among young consumers (2012, background): “More specifically, Harrison-Walker (2001) defined WOM as “informal, person-to-person communication between a perceived non-commercial communicator and a receiver regarding a brand, a product, an organization or a service” (p. 63).”
Online Damage Control: The Effects of Proactive versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms (2012, background): “In line with Harrison-Walker (2001) and Hong and Lee (2005) we define webcare as: The act of engaging in online interactions with (complaining) consumers, by actively searching the web to address consumer feedback (e.g., questions, concerns and complaints).”
The Effects of Brand Image and Brand Identification on Brand Love and Purchase Decision Making: The Role of WOM (2014, background): “Harrison-Walker (2001) defined WOM as “informal, person-to-person communication between a perceived non-commercial communicator and a receiver regarding a brand, a product, an organization or a service.”
User-Generated Content as a Research Mode in Tourism and Hospitality Applications: Topics, Methods, and Software (2015, background): “The earliest published research was a study of online complaints against an airline by Harrison-Walker (2001) that appeared in the Journal of Services Marketing.”
The Impact of Virtual Worlds on Word-of-Mouth: Improving Social Networking and Servicescape in the Hospitality Industry (2010, background): “Further, effective complaint management can have a dramatic impact on customer retention rates, deflect the spread of damaging WOM, promote more positive WOM, and improve bottom-line performance (Fornell & Wernerfelt, 1987; Harrison-Walker, 2001).”
The influence of user-generated content on traveler behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings (2011, background): “Harrison-Walker (2001), however, stated that many tourism and hospitality businesses have not taken notice of the online e-complaint trend, and they thus fail to respond actively.”
Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews (2015, background): “online hotel reviews; consumer complaints; online review responses; service recovery representatives should respond to negative online reviews (e.g., Christodoulides, Michaelidou, and Argyriou 2012; Harrison-Walker 2001; Tyrrell and Woods 2004).”