gareth griffiths
Bangor University, Bangor Business School, Faculty Member
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‘Arrivederci CIAO.com, Buongiorno Bing.com’—Electronic word-of-mouth (eWOM), antecedences and consequencesmore
by Marwan Khammash and gareth griffiths
... and communication behaviour. In summary, some theoretical and practical implications are highlighted and discussed. Keywords: e-Business; e-Marketing; Online opinion portals; e-WOM. Article Outline. 1. Introduction 2. Research ...
Publication Date: 2011
Publication Name: International Journal of Information Management
Research Interests:
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by Marwan Khammash and gareth griffiths
Purpose The purpose of this paper is to investigate public online consumer complaint responses from three different perspectives: the complainer, the company and third party consumers. Consumer complaint behaviour and management has... more
Purpose The purpose of this paper is to investigate public online consumer complaint responses from three different perspectives: the complainer, the company and third party consumers. Consumer complaint behaviour and management has been studied in various streams of literature, ...
Publisher: emeraldinsight.com
Publication Date: Jan 1, 2010
Publication Name: Journal of Enterprise …
Research Interests: Information Systems, Emotion, Cognition, Customer Satisfaction, Message Framing, and 16 moreWord of Mouth, Library and Information Studies, Relationship Management, Enterprise, Business and Management, Text, Psychology of Communication, Design Methodology, Customer Complaints, Consumer Complaints Management System, Complaints, Enterprise Information Management, Consumer Behaviour, Electronic Commerce, Negative Word of Mouth, and Response Time
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The purpose of this chapter is to provide a holistic framework of complaint communication management on the Internet. Specifically, a model for e-businesses strategy is put forward which integrates the communication perspective of online... more
The purpose of this chapter is to provide a holistic framework of complaint communication management on the Internet. Specifically, a model for e-businesses strategy is put forward which integrates the communication perspective of online complainers, the company as respondents and observers who follow the complaint dialogue online. In acknowledgement of the active or passive influence of each communication participant on the exchange process, the particular characteristics of online complaint psychology, electronic communication channels and related management systems are reflected within a circular process model that highlights the need for e-managers to develop and implement strategic means to proactively control and respond to negative publicity on the Internet. By distinctively focusing on studies from communication psychology, strategic management, e-marketing and Information technology that were conducted in an online environment, this chapter aims to address the lack of literary integration with regards to the unique managerial demands posed through online complaint communication paradigms.
More Info: http://link.springer.com/chapter/10.1007/978-3-642 -39747-9_38
Publisher: Springer Berlin Heidelberg
Publication Date: 2014
Publication Name: Handbook on e-business strategic management
Research Interests: Marketing, Social Psychology, Interpersonal Communication, Corporate Communication, Online Communities, and 15 moreComputer-Mediated Communication, Social Media, Justice, Online Marketing, Social Media Marketing, Service recovery, Bilingual/Bicultural Education, Cyber Bullying, Biculturalism, Listening, Customer Complaints, Service Failure and Recovery in Hotels, Social Media, Complaint Management, Online Reviews, Apology, and Electronic Word of Mouth
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by Jan Breitsohl and gareth griffiths