Rise and fall of complainants’ desires: The role of pre-failure brand commitment and online service recovery satisfaction
作者：
Highlights：
• After service failures, more and more dissatisfied customers complain on brands' social media sites.
• Complainants have pre-webcare desires for revenge and reparation to restore justice.
• Brand commitment drives both justice-restoration desires.
• Webcare satisfaction determines post-webcare intentions depending on complainants' pre-webcare desires/commitment.
• Complainants with high pre-webcare desires for revenge (reparation) react negatively (positively) to webcare satisfaction.
摘要
•After service failures, more and more dissatisfied customers complain on brands' social media sites.•Complainants have pre-webcare desires for revenge and reparation to restore justice.•Brand commitment drives both justice-restoration desires.•Webcare satisfaction determines post-webcare intentions depending on complainants' pre-webcare desires/commitment.•Complainants with high pre-webcare desires for revenge (reparation) react negatively (positively) to webcare satisfaction.
论文关键词：Service failure,Service recovery,Online complaining,Revenge,Reparation,Brand commitment
论文评审过程：Received 28 June 2018, Revised 10 January 2019, Accepted 27 February 2019, Available online 28 February 2019, Version of Record 20 March 2019.
论文官网地址：https://doi.org/10.1016/j.chb.2019.02.029
