Complaint handling on social media: The impact of multiple response times on consumer satisfaction

作者：

Highlights：

• The paper explores how the complaint response time on social media influences consumer satisfaction with complaint handling.

• Consumers expect companies to reply to their complaints within 1–3 h on Twitter and within 3–6 h on Facebook.

• Both quicker first response and quicker conclusive response lead to higher satisfaction with complaint handling.

• Consumers now expect quicker responses even when the company provides redress.

摘要

•The paper explores how the complaint response time on social media influences consumer satisfaction with complaint handling.•Consumers expect companies to reply to their complaints within 1–3 h on Twitter and within 3–6 h on Facebook.•Both quicker first response and quicker conclusive response lead to higher satisfaction with complaint handling.•Consumers now expect quicker responses even when the company provides redress.

论文关键词：Response time,Complaint handling,Consumer complaining behavior,Online complaining

论文评审过程：Received 19 September 2016, Revised 27 March 2017, Accepted 7 April 2017, Available online 10 April 2017, Version of Record 18 April 2017.

论文官网地址：https://doi.org/10.1016/j.chb.2017.04.016