From power to punishment: consumer empowerment and online complaining behaviors
- 6 August 2019
- journal article
- research article
- Published by Emerald in Internet Research
- Vol. 29 (6), 1324-1343
- https://doi.org/10.1108/intr-05-2018-0232
Abstract
Purpose The purpose of this paper is to examine how psychological empowerment affects individuals’ likelihood of publicly punishing a company with whom they had unsatisfactory experiences through online complaining behaviors. Design/methodology/approach A 3 (intrapersonal empowerment: high/low/control) by 3 (interactional empowerment: high/low/control) online experiment was designed using the priming technique. Following the priming tasks, participants were given a scenario in which a restaurant failed their expectations followed by dependent and control measures. Findings Results revealed a significant main effect of interactional empowerment: participants in the low interactional empowerment condition reported being less likely to engage in the revenge-motivated online public complaining behaviors than participants in the control condition. The study also found a significant interaction effect between interactional and intrapersonal empowerment. Practical implications The study findings yield practical application for crisis management and relationship management. Understanding the linkage between power and online complaining behaviors should help corporate communication professionals to better perform risk assessment, environmental scanning and crisis communication and management. Originality/value Limited empirical studies have investigated the linkage between empowerment and online complaining behaviors in the consumer context. The present study fills this gap by conceptualizing online public complaining as a revenge-motivated behavior. The study yields both theoretical and practical implications.Keywords
This publication has 61 references indexed in Scilit:
- Willingness-to-punish the corporate brand for corporate social irresponsibilityJournal of Business Research, 2013
- Comparing consumer complaint responses to online and offline environmentInternet Research, 2011
- User-generated content on the internet: an examination of gratifications, civic engagement and psychological empowermentNew Media & Society, 2009
- Social responsibility as a unique dimension of brand personality and consumers' willingness to rewardPsychology & Marketing, 2008
- Web 2.0: Conceptual foundations and marketing issuesJournal of Direct, Data and Digital Marketing Practice, 2008
- Power, optimism, and risk‐takingEuropean Journal of Social Psychology, 2006
- Segmenting service “complainers” and “non‐complainers” on the basis of consumer characteristicsJournal of Services Marketing, 2006
- Psychological empowerment: Definition, measurement, and validation.Canadian Journal of Behavioural Science / Revue canadienne des sciences du comportement, 1999
- Further explorations in empowerment theory: An empirical analysis of psychological empowermentAmerican Journal of Community Psychology, 1992
- The Equity‐Control Model as a Predictor of Vandalism Among College Students1Journal of Applied Social Psychology, 1988