Complainers' resource investment and mobilization in digital environments using Conservation of Resources theory

• Published in: International journal of service industry management Vol. 31; no. 3; pp. 509 - 534
• Main Authors: Beh, Yean Shan, Sajtos, Laszlo, Cao, Joanne T
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Publishing Limited 06.10.2020; Emerald Group Publishing Limited
• Subjects: Complaints; Coping; Digital broadcasting; Digital media; Energy resources; Failure; Management; Service industries; Resource investment and mobilization; Online consumer complaints; Complaint motivation; Affordances of social media features; Conservation of resources theory; Complaint media

PurposeThe purpose of this paper is to consider whether consumers can recover from a service failure by utilizing internal and external energy resources that are available to them at the time of an online complaint. Based on the Conservation of Resources (COR) theory, this research conceptualizes th...