Despite the pervasiveness and ambivalence of silence in consumption experiences,
consumer research on silence is still scarce and draws mostly on a static and organizational …

Research on participatory websites has been minimally theoretical and lacks a
comprehensive framework that identifies common elements and their functions across a …

With the increasing popularity of social media, understanding online consumer behaviors is
becoming increasingly important for researchers in this field and practitioners who manage …

Although complaints document dissatisfaction, some are also humorous. The article
introduces the concept of humorous complaining and draws on the benign violation theory …

Given the critical need for retail firms to provide high quality customer service and
satisfaction, this article investigates the importance of formalizing customer complaint …

When a company identifies an unavoidable service failure, they do not always inform
customers or initiate activities to minimise the negative effects. Thus, customers are exposed …

Inappropriate managerial responses to critical service events (CSEs) in restaurants
contribute to an increased rate of customer defection and restaurant failure. Some restaurant …

Tässä maisterintutkielmassa tarkasteltiin sosiaalisessa mediassa esiintyviä
asiakkaiden ja yrityksen välisiä julkisia keskusteluita eli valitustilanteita, jotka saivat …

In this dissertation, I discuss three problems within service operations management:
identifying situational attributes that lead to positive customer outcomes under a …

In two thematically related chapters, I explore the benefits incurred as companies actively
respond to consumers who share positive word of mouth in digital environments (eWOM) …