The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy

Wolfgang Jonas Weitzl; Clemens Hutzinger; Udo Wagner; Robert Zimmermann

The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy

Wolfgang Jonas Weitzl, Clemens Hutzinger, Udo Wagner, Robert Zimmermann

Publikation: Beitrag in Buch/Bericht/Tagungsband › Konferenzbeitrag › Begutachtung

Abstract

This research investigates the effects of different framing forms including classic (positive vs. negative attribute and goal framing) as well as non-classic webcare (individual vs. group re-coveries framing) on online recovery observers. Findings suggest that bystanders appear to be particularly receptive to goal framing and non-classic recover framing when they are highly empathetic towards fellow shoppers of whom they witness complaints online. However, such framing effects are conditional on their perceived failure size.

Originalsprache	Englisch
Titel	Proceedings of Academy of Marketing 2023 Annual Conference and Doctoral Colloquium: From Revolution to Revolutions
Redakteure/-innen	Kerrigan F.
Erscheinungsort	Birmingham
Herausgeber (Verlag)	Academy of Marketing
Seiten	123-124
ISBN (elektronisch)	978-1-3999-58042
ISBN (Print)	978-1-3999-58042
Publikationsstatus	Veröffentlicht - 2023
Veranstaltung	2023 Academy of Marketing Conference: Revolution - University of Birmingham, Birmingham, Großbritannien/Vereinigtes Königreich Dauer: 3 Juli 2023 → 6 Juli 2023

Konferenz

Konferenz	2023 Academy of Marketing Conference
Land/Gebiet	Großbritannien/Vereinigtes Königreich
Ort	Birmingham
Zeitraum	03.07.2023 → 06.07.2023

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The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy
Zimmermann, R. (Redner*in)
4 Juli 2023 → 6 Juli 2023
Aktivität: Gespräch oder Vortrag › Vortrag

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Weitzl, W. J., Hutzinger, C., Wagner, U., & Zimmermann, R. (2023). The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy. in K. F. (Hrsg.), Proceedings of Academy of Marketing 2023 Annual Conference and Doctoral Colloquium: From Revolution to Revolutions (S. 123-124). Artikel 129 – O Academy of Marketing.

Weitzl, Wolfgang Jonas ; Hutzinger, Clemens ; Wagner, Udo et al. / The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy. Proceedings of Academy of Marketing 2023 Annual Conference and Doctoral Colloquium: From Revolution to Revolutions. Hrsg. / Kerrigan F. . Birmingham : Academy of Marketing, 2023. S. 123-124

@inproceedings{530563c34be3480ba0b57d9bf0acdd99,

title = "The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy",

abstract = "This research investigates the effects of different framing forms including classic (positive vs. negative attribute and goal framing) as well as non-classic webcare (individual vs. group re-coveries framing) on online recovery observers. Findings suggest that bystanders appear to be particularly receptive to goal framing and non-classic recover framing when they are highly empathetic towards fellow shoppers of whom they witness complaints online. However, such framing effects are conditional on their perceived failure size.",

keywords = "Online complaining, Online service recovery, Webcare, Framing, Recovery response, Negative word-of-mouth, Complaining, Service recovery, Online recovery",

author = "Weitzl, {Wolfgang Jonas} and Clemens Hutzinger and Udo Wagner and Robert Zimmermann",

year = "2023",

language = "English",

isbn = "978-1-3999-58042",

pages = "123--124",

editor = "{F. }, Kerrigan",

booktitle = "Proceedings of Academy of Marketing 2023 Annual Conference and Doctoral Colloquium: From Revolution to Revolutions",

publisher = "Academy of Marketing",

note = "2023 Academy of Marketing Conference : Revolution ; Conference date: 03-07-2023 Through 06-07-2023",

}

Weitzl, WJ, Hutzinger, C, Wagner, U & Zimmermann, R 2023, The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy. in K F. (Hrsg.), Proceedings of Academy of Marketing 2023 Annual Conference and Doctoral Colloquium: From Revolution to Revolutions., 129 – O, Academy of Marketing, Birmingham, S. 123-124, 2023 Academy of Marketing Conference, Birmingham, Großbritannien/Vereinigtes Königreich, 03.07.2023.

The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy. / Weitzl, Wolfgang Jonas; Hutzinger, Clemens; Wagner, Udo et al.
Proceedings of Academy of Marketing 2023 Annual Conference and Doctoral Colloquium: From Revolution to Revolutions. Hrsg. / Kerrigan F. . Birmingham: Academy of Marketing, 2023. S. 123-124 129 – O.

Publikation: Beitrag in Buch/Bericht/Tagungsband › Konferenzbeitrag › Begutachtung

TY - GEN

T1 - The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy

AU - Weitzl, Wolfgang Jonas

AU - Hutzinger, Clemens

AU - Wagner, Udo

AU - Zimmermann, Robert

PY - 2023

Y1 - 2023

N2 - This research investigates the effects of different framing forms including classic (positive vs. negative attribute and goal framing) as well as non-classic webcare (individual vs. group re-coveries framing) on online recovery observers. Findings suggest that bystanders appear to be particularly receptive to goal framing and non-classic recover framing when they are highly empathetic towards fellow shoppers of whom they witness complaints online. However, such framing effects are conditional on their perceived failure size.

AB - This research investigates the effects of different framing forms including classic (positive vs. negative attribute and goal framing) as well as non-classic webcare (individual vs. group re-coveries framing) on online recovery observers. Findings suggest that bystanders appear to be particularly receptive to goal framing and non-classic recover framing when they are highly empathetic towards fellow shoppers of whom they witness complaints online. However, such framing effects are conditional on their perceived failure size.

KW - Online complaining

KW - Online service recovery

KW - Webcare

KW - Framing

KW - Recovery response

KW - Negative word-of-mouth

KW - Complaining

KW - Service recovery

KW - Online recovery

M3 - Conference contribution

SN - 978-1-3999-58042

SP - 123

EP - 124

BT - Proceedings of Academy of Marketing 2023 Annual Conference and Doctoral Colloquium: From Revolution to Revolutions

A2 - F. , Kerrigan

PB - Academy of Marketing

CY - Birmingham

T2 - 2023 Academy of Marketing Conference

Y2 - 3 July 2023 through 6 July 2023

ER -

The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy

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The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy

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