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

Research output: Chapter in Book/Report/Conference proceedings › Conference contribution › peer-review

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.

Original language	English
Title of host publication	Proceedings of Academy of Marketing 2023 Annual Conference and Doctoral Colloquium: From Revolution to Revolutions
Editors	Kerrigan F.
Place of Publication	Birmingham
Publisher	Academy of Marketing
Pages	123-124
ISBN (Electronic)	978-1-3999-58042
ISBN (Print)	978-1-3999-58042
Publication status	Published - 2023
Event	2023 Academy of Marketing Conference: Revolution - University of Birmingham, Birmingham, United Kingdom Duration: 3 Jul 2023 → 6 Jul 2023

Conference

Conference	2023 Academy of Marketing Conference
Country/Territory	United Kingdom
City	Birmingham
Period	03.07.2023 → 06.07.2023

Keywords

Online complaining
Online service recovery
Webcare
Framing
Recovery response
Negative word-of-mouth
Complaining
Service recovery
Online recovery

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

The Reactions of Online Service Recovery Bystanders to Different Forms of Webcare Framing: The Role of Consumer Empathy
Zimmermann, R. (Speaker)
4 Jul 2023 → 6 Jul 2023
Activity: Talk or presentation › Oral presentation

Cite this

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. (Ed.), Proceedings of Academy of Marketing 2023 Annual Conference and Doctoral Colloquium: From Revolution to Revolutions (pp. 123-124). Article 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. editor / Kerrigan F. . Birmingham : Academy of Marketing, 2023. pp. 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. (ed.), Proceedings of Academy of Marketing 2023 Annual Conference and Doctoral Colloquium: From Revolution to Revolutions., 129 – O, Academy of Marketing, Birmingham, pp. 123-124, 2023 Academy of Marketing Conference, Birmingham, United Kingdom, 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. ed. / Kerrigan F. . Birmingham: Academy of Marketing, 2023. p. 123-124 129 – O.

Research output: Chapter in Book/Report/Conference proceedings › Conference contribution › peer-review

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AU - Hutzinger, Clemens

AU - Wagner, Udo

AU - Zimmermann, Robert

PY - 2023

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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

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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

Abstract

Conference

Keywords

UN SDGs

Fingerprint

Activities

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

Cite this