His Complaints, My Satisfaction: The Observationof the Comment on Social Media
碩士 === 東吳大學 === 國際經營與貿易學系 === 106 === Recently, people get used to sharing their views on the social media and more and more consumers make a complaint about their failed consumption experience on the social media platform. As the same time, other people observed the consumer’s complaints and...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2018
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| Online Access: | http://ndltd.ncl.edu.tw/handle/f8djz3 |
| Summary: | 碩士 === 東吳大學 === 國際經營與貿易學系 === 106 === Recently, people get used to sharing their views on the social media and more and more consumers make a complaint about their failed consumption experience on the social media platform. As the same time, other people observed the consumer’s complaints and company’s responses. This research explored the observers who have same experience with complainer satisfy with company’s responses in the two different situations.
Study 1 compare with a company’s successful response and failed will influence observer’s satisfaction with company in the no one make a comment situation. The study 1 found out that the independent self-construal observers with perceived trust have higher satisfaction in company’s successful response than failed response. And interdependent self-construal observers with perceived trust have no difference with company’s successful response or failed.
Study 2 compare with a company’s successful response and failed will influence observer’s satisfaction with company in the someone make a comment situation. The study 2 found out that the independent self-construal observers whether in successful or failed company response, there is no difference satisfaction with positive or negative comments from others. As observers is interdependent self-construal whether in successful or failed company responses the satisfaction with others positive comments is lower than others negative comments.
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