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WHAT MAKES ONLINE COMPLAINTS CRITICAL? AN ANALYSIS OF THIRD-PARTY REACTIONS BASED ON JUSTICE DIMENSIONS AND SOCIAL EMOTIONS

机译：是什么让在线投诉至关重要？基于正义维度和社会情绪的第三方反应分析

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In times of social media, customers do not only complain to companies offline but also online in order to find support from other customers. The more support and attention a complaint receives online, the more critical it gets for the company. Hence, it is important for companies to quickly identify such complaints and address them with a higher priority. We therefore aim to answer the following two research questions: 1) Which complaints are going to lead to a lot of discussions in an online environment and therefore have a high potential to become critical? 2) Which complaints will receive a lot of support or depreciation from other customers in an online environment?

机译：在社交媒体的时代，客户不仅向脱机公司申诉，而且还在网上申诉，以便找到其他客户的支持。投诉的支持和注意力越多，该公司就越其有关键。因此，公司很重要，以便快速识别此类投诉并以更高的优先级地解决这些投诉。因此，我们的目的是回答以下两项研究问题：1）哪些投诉将导致在线环境中的大量讨论，因此具有很大的潜力来变得至关重要？ 2）哪些投诉将在在线环境中从其他客户那里获得大量的支持或折旧？

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《AMA Educators Conference》|2016年||共2页
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Maximilian Hausmann; Antje Niemann;
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中图分类市场;
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WHAT MAKES ONLINE COMPLAINTS CRITICAL? AN ANALYSIS OF THIRD-PARTY REACTIONS BASED ON JUSTICE DIMENSIONS AND SOCIAL EMOTIONS

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