Online complaint communication strategy: An integrated management framework for e-businesses

Jan Breitsohl, Marwan Khammash, Gareth Griffiths

Research output: Chapter in Book/Report/Conference proceedingChapter


The purpose of this chapter is to provide a holistic framework of complaint communication management on the Internet. Specifically, a model for e-businesses strategy is put forward which integrates the communication perspective of online complainers, the company as respondents and observers who follow the complaint dialogue online. In acknowledgement of the active or passive influence of each communication participant on the exchange process, the particular characteristics of online complaint psychology, electronic communication channels and related management systems are reflected within a circular process model that highlights the need for e-managers to develop and implement strategic means to proactively control and respond to negative publicity on the Internet. By distinctively focusing on studies from communication psychology, strategic management, e-marketing and Information technology that were conducted in an online environment, this chapter aims to address the lack of literary integration with regards to the unique managerial demands posed through online complaint communication paradigms.
Original languageEnglish
Title of host publicationHandbook of Strategic e-Business Management
EditorsFrancisco Martinez-Lopez
Place of PublicationBerlin
PublisherSpringer Nature
Number of pages26
ISBN (Electronic)978-3-642-39747-9
ISBN (Print)978-3-642-39746-2, 3642397468
Publication statusPublished - 10 Dec 2013

Publication series

NameProgress in IS


  • complaints
  • complaint management
  • complaint response
  • communication psychology
  • consumer psychology
  • online behaviour
  • negative communication


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