An empirical study on how webcare mitigates complainants’ failure attributions and negative word-of-mouth
作者：
Highlights：
• The number of dissatisfied consumers that complain on social media is on the rise.
• Marketer-initiated webcare can reduce complainants' negative failure attributions.
• Webcare is only effective, if complainants have experienced few prior failures.
• The comments of other consumers can change the effectiveness of webcare.
• Failure attributions have a large impact on satisfaction and negative word-of-mouth.
摘要
•The number of dissatisfied consumers that complain on social media is on the rise.•Marketer-initiated webcare can reduce complainants' negative failure attributions.•Webcare is only effective, if complainants have experienced few prior failures.•The comments of other consumers can change the effectiveness of webcare.•Failure attributions have a large impact on satisfaction and negative word-of-mouth.
论文关键词：Service failure,Failure attribution,Online complaining,Negative word-of-mouth,Online service recovery
论文评审过程：Received 1 February 2018, Revised 12 June 2018, Accepted 9 July 2018, Available online 24 August 2018, Version of Record 24 August 2018.
论文官网地址：https://doi.org/10.1016/j.chb.2018.07.012
