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dc.contributor.authorAndreassen, Tor W.
dc.contributor.authorStreukens, Sandra
dc.date.accessioned2013-11-06T10:27:41Z
dc.date.available2013-11-06T10:27:41Z
dc.date.issued2013
dc.identifier.issn1758-8030 (e-utg)
dc.identifier.urihttp://hdl.handle.net/11250/93800
dc.descriptionThis is the authors’ accepted and refereed manuscript to the articleno_NO
dc.description.abstractDespite the relevance of online customer complaining, little research exists in this area. The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online complaining. Second, compare two competing perspectives regarding elaboration likelihood (i.e. willingness / ability to exert cognitive effort and consumption value) for the moderating impact of individual differences. Regarding the first objective, our findings reveal that customer’s attitudes toward online complaining are explained by outcome and process characteristics. Attitude towards online complaining is also influenced by individual characteristics, but surprisingly remains unaffected by situational characteristics. In contrast, usage intentions are influenced by situational characteristics, but do not depend on personality differences. Surprising results are found concerning our second objective. For the moderating impact of affect-based personality characteristics, the often used cognitive effort perspective to elaboration likelihood is not supported. Rather the consumption value perspective applies for these variables.no_NO
dc.language.isoengno_NO
dc.publisherEmeraldno_NO
dc.subjectComplaint managementno_NO
dc.subjectComplaintsno_NO
dc.subjectConsumer behaviourno_NO
dc.subjectInternetno_NO
dc.subjectSelf-service technologyno_NO
dc.subjectService researchno_NO
dc.subjectTechnology acceptanceno_NO
dc.titleOnline complaining: understanding the adoption process and the role of individual and situational characteristicsno_NO
dc.typeJournal articleno_NO
dc.typePeer reviewedno_NO
dc.source.pagenumber4-24no_NO
dc.source.volume23no_NO
dc.source.journalManaging Service Qualityno_NO
dc.source.issue1no_NO
dc.identifier.doihttp://dx.doi.org/10.1108/09604521311287632


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