{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,12,3]],"date-time":"2025-12-03T17:52:45Z","timestamp":1764784365768},"reference-count":120,"publisher":"IGI Global","issue":"2","license":[{"start":{"date-parts":[[2020,4,1]],"date-time":"2020-04-01T00:00:00Z","timestamp":1585699200000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/3.0\/deed.en_US"},{"start":{"date-parts":[[2020,4,1]],"date-time":"2020-04-01T00:00:00Z","timestamp":1585699200000},"content-version":"am","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/3.0\/deed.en_US"},{"start":{"date-parts":[[2020,4,1]],"date-time":"2020-04-01T00:00:00Z","timestamp":1585699200000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/3.0\/deed.en_US"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2020,4,1]]},"abstract":"<p>This article investigates how customers' cultural orientation impacts their service evaluations when complaining online on social media. Two separate scenario-based experimental studies were conducted using non-student samples from two culturally diverse countries (Germany and India). Study 1 using 83 participants from Germany and 83 from India shows that when causal explanations for service failure are given, individualists have higher perceived justice. Study 2 with 81 participants from Germany and 82 from India shows that when cognitive control is given through regular updates during service recovery to high uncertainty avoidance seekers, they show higher perceived justice. The three independent justice dimensions positively influence recovery satisfaction, with informational justice showing the strongest impact, followed by procedural and distributive justice. This research thus contributes to the nascent literature in social media complaining. Managers of online service organizations can benefit from these findings when developing their complaint management strategies.<\/p>","DOI":"10.4018\/jgim.2020040107","type":"journal-article","created":{"date-parts":[[2019,12,27]],"date-time":"2019-12-27T19:36:51Z","timestamp":1577475411000},"page":"131-159","source":"Crossref","is-referenced-by-count":10,"title":["How Does Culture Impact Customer Evaluation in Online Complaining?"],"prefix":"10.4018","volume":"28","author":[{"given":"Sanchayan","family":"Sengupta","sequence":"first","affiliation":[{"name":"ESSCA School of Management, Boulogne-Billancourt, France"}]}],"member":"2432","reference":[{"key":"JGIM.2020040107-0","doi-asserted-by":"publisher","DOI":"10.1108\/JSM-02-2016-0079"},{"key":"JGIM.2020040107-1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2009.02.018"},{"key":"JGIM.2020040107-2","unstructured":"American Express. (2015). American Express Global Customer Service Barometer. Retrieved from http:\/\/about.americanexpress.com\/news\/docs\/2014x\/2014-Global-Customer-Service-Barometer"},{"key":"JGIM.2020040107-3","doi-asserted-by":"publisher","DOI":"10.1080\/15256480.2014.925722"},{"key":"JGIM.2020040107-4","doi-asserted-by":"publisher","DOI":"10.1037\/h0034845"},{"key":"JGIM.2020040107-5","doi-asserted-by":"publisher","DOI":"10.1016\/j.intmar.2018.04.002"},{"key":"JGIM.2020040107-6","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2011.06.006"},{"key":"JGIM.2020040107-7","doi-asserted-by":"publisher","DOI":"10.1080\/02642069.2015.1062883"},{"key":"JGIM.2020040107-8","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2015.12.002"},{"key":"JGIM.2020040107-9","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2014.08.001"},{"key":"JGIM.2020040107-10","doi-asserted-by":"publisher","DOI":"10.1017\/CBO9780511541933"},{"key":"JGIM.2020040107-11","author":"L. L.Berry","year":"1991","journal-title":"Marketing Services: Competing through Quality"},{"key":"JGIM.2020040107-12","doi-asserted-by":"publisher","DOI":"10.1108\/IntR-03-2012-0056"},{"key":"JGIM.2020040107-13","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2016.03.006"},{"key":"JGIM.2020040107-14","doi-asserted-by":"publisher","DOI":"10.1108\/08876041211199715"},{"key":"JGIM.2020040107-15","author":"R. W.Brislin","year":"1973","journal-title":"Cross-cultural research methods"},{"key":"JGIM.2020040107-16","article-title":"Best Online Reputation","year":"2019","journal-title":"Management Services"},{"key":"JGIM.2020040107-17","unstructured":"Causon, J. (2015). Customer Complaints Made via Social Media on the Rise. The Guardian. Retrieved from https:\/\/www.theguardian.com\/medianetwork\/2015\/may\/21\/customer-complaints-social-media-rise"},{"key":"JGIM.2020040107-18","doi-asserted-by":"publisher","DOI":"10.1108\/10662241111123720"},{"key":"JGIM.2020040107-19","doi-asserted-by":"publisher","DOI":"10.1108\/EJM-06-2011-0299"},{"key":"JGIM.2020040107-20","author":"J.Cohen","year":"1988","journal-title":"Statistical Power Analysis for the Behavioral Sciences"},{"key":"JGIM.2020040107-21","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.86.3.386"},{"key":"JGIM.2020040107-22","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2017.07.013"},{"key":"JGIM.2020040107-23","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2008.09.015"},{"key":"JGIM.2020040107-24","doi-asserted-by":"publisher","DOI":"10.1016\/j.pubrev.2014.11.012"},{"key":"JGIM.2020040107-25","unstructured":"Forbes. (2015). Social Care In The World Of 'Now'. Retrieved from https:\/\/www.forbes.com\/sites\/mckinsey\/2015\/07\/01\/social-care-in-the-world-of-now\/#4f67ad1c35a8"},{"key":"JGIM.2020040107-26","doi-asserted-by":"publisher","DOI":"10.1177\/1094670510387914"},{"key":"JGIM.2020040107-27","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2016.03.013"},{"key":"JGIM.2020040107-28","doi-asserted-by":"publisher","DOI":"10.4018\/jgim.2008070102"},{"key":"JGIM.2020040107-29","doi-asserted-by":"publisher","DOI":"10.1016\/j.bushor.2014.11.001"},{"issue":"Winter","key":"JGIM.2020040107-30","first-page":"10","article-title":"Service Quality: The six criteria of good perceived service quality.","volume":"9","author":"C.Gronroos","year":"1988","journal-title":"Review of Business"},{"key":"JGIM.2020040107-31","doi-asserted-by":"publisher","DOI":"10.1111\/poms.12043"},{"key":"JGIM.2020040107-32","doi-asserted-by":"publisher","DOI":"10.1080\/07421222.2017.1334465"},{"key":"JGIM.2020040107-33","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2018\/14290"},{"key":"JGIM.2020040107-34","first-page":"57","article-title":"Translating achievement tests for use in cross-national studies.","volume":"9","author":"R. K.Hambleton","year":"1993","journal-title":"European Journal of Psychological Assessment"},{"key":"JGIM.2020040107-35","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2005.10.005"},{"key":"JGIM.2020040107-36","doi-asserted-by":"publisher","DOI":"10.1177\/0092070302250898"},{"key":"JGIM.2020040107-37","doi-asserted-by":"publisher","DOI":"10.1108\/03090560010311939"},{"key":"JGIM.2020040107-38","author":"G.Hofstede","year":"1997","journal-title":"Cultures and organizations \u2013 Software of the mind"},{"key":"JGIM.2020040107-39","author":"G.Hofstede","year":"2001","journal-title":"Culture\u2019s Consequences: Comparing Values, Behaviors, Institutions, and Organizations Across Nations"},{"key":"JGIM.2020040107-40","author":"G.Hofstede","year":"2010","journal-title":"Cultures and organizations \u2013 Software of the mind"},{"key":"JGIM.2020040107-41","doi-asserted-by":"publisher","DOI":"10.1177\/1094670503254288"},{"key":"JGIM.2020040107-42","doi-asserted-by":"publisher","DOI":"10.1002\/dir.20043"},{"key":"JGIM.2020040107-43","author":"R. J.House","year":"2004","journal-title":"Culture, Leadership, and Organizations: The GLOBE Study of 62 Societies"},{"key":"JGIM.2020040107-44","doi-asserted-by":"publisher","DOI":"10.1080\/09593969.2012.746717"},{"key":"JGIM.2020040107-45","doi-asserted-by":"publisher","DOI":"10.1108\/JOSM-07-2016-0192"},{"key":"JGIM.2020040107-46","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2017.01.012"},{"key":"JGIM.2020040107-47","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2011.12.031"},{"key":"JGIM.2020040107-48","doi-asserted-by":"publisher","DOI":"10.1177\/1094670507309607"},{"key":"JGIM.2020040107-49","doi-asserted-by":"publisher","DOI":"10.1177\/002224299505900206"},{"key":"JGIM.2020040107-50","doi-asserted-by":"publisher","DOI":"10.4018\/jgim.2010040101"},{"key":"JGIM.2020040107-51","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretai.2013.02.001"},{"key":"JGIM.2020040107-52","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijinfomgt.2011.09.001"},{"key":"JGIM.2020040107-53","doi-asserted-by":"publisher","DOI":"10.1057\/palgrave.jibs.8400150"},{"key":"JGIM.2020040107-54","doi-asserted-by":"publisher","DOI":"10.1080\/10864415.2016.1204186"},{"key":"JGIM.2020040107-55","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2015.03.003"},{"key":"JGIM.2020040107-56","doi-asserted-by":"publisher","DOI":"10.1016\/0007-6813(83)90032-0"},{"key":"JGIM.2020040107-57","doi-asserted-by":"publisher","DOI":"10.1287\/mksc.2015.0912"},{"key":"JGIM.2020040107-58","doi-asserted-by":"publisher","DOI":"10.1080\/14783363.2011.637795"},{"key":"JGIM.2020040107-59","doi-asserted-by":"publisher","DOI":"10.1108\/08876040610704856"},{"key":"JGIM.2020040107-60","doi-asserted-by":"publisher","DOI":"10.1108\/08876041011081050"},{"key":"JGIM.2020040107-61","article-title":"Restoring justice: An examination in the marketing context","author":"A. S.Mattila","year":"2013","journal-title":"The Routledge Companion to the Future of Marketing"},{"key":"JGIM.2020040107-62","doi-asserted-by":"publisher","DOI":"10.1108\/09590551311288166"},{"key":"JGIM.2020040107-63","doi-asserted-by":"publisher","DOI":"10.1108\/08876040510609899"},{"key":"JGIM.2020040107-64","doi-asserted-by":"publisher","DOI":"10.1177\/1094670503262947"},{"key":"JGIM.2020040107-65","doi-asserted-by":"publisher","DOI":"10.1016\/S0148-2963(00)00114-4"},{"key":"JGIM.2020040107-66","doi-asserted-by":"publisher","DOI":"10.1177\/1094670512464274"},{"key":"JGIM.2020040107-67","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2010.11.004"},{"key":"JGIM.2020040107-68","unstructured":"McKinsey & Company. (2015). Cost savings, customer satisfaction, and sales make social care a good investment. Retrieved from https:\/\/www.mckinsey.com\/business-functions\/marketing-and-sales\/our-insights"},{"key":"JGIM.2020040107-69","doi-asserted-by":"publisher","DOI":"10.2501\/S026504870920104X"},{"key":"JGIM.2020040107-70","unstructured":"PR Newswire. (2012). New study reveals that today\u2019s consumers demand customer service via social media. Retrieved from https:\/\/www.prnewswire.com\/news-releases\/new-study-reveals-that-todays-consumers-demand-customer-service-via-social-media-175781781.html"},{"key":"JGIM.2020040107-71","author":"J. C.Nunnally","year":"1978","journal-title":"Psychometric theory"},{"key":"JGIM.2020040107-72","unstructured":"Ombudsman Services. (2016). Consumer action monitor - January 2016. Retrieved from https:\/\/www.ombudsman-services.org\/downloads\/CAM2016_report.pdf"},{"key":"JGIM.2020040107-73","doi-asserted-by":"publisher","DOI":"10.1016\/j.elerap.2016.04.006"},{"key":"JGIM.2020040107-74","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-009-0155-z"},{"key":"JGIM.2020040107-75","doi-asserted-by":"publisher","DOI":"10.1177\/1094670515576315"},{"issue":"1","key":"JGIM.2020040107-76","first-page":"97","article-title":"An exploration of customers\u2019 response to online service recovery initiatives.","volume":"59","author":"W.Ozuem","year":"2017","journal-title":"International Journal of Market Research"},{"key":"JGIM.2020040107-77","doi-asserted-by":"publisher","DOI":"10.1177\/1094670504271156"},{"issue":"4","key":"JGIM.2020040107-78","first-page":"420","article-title":"Refinement and reassessment of the SERVQUAL scale.","volume":"67","author":"A.Parasuraman","year":"1991","journal-title":"Journal of Retailing"},{"issue":"1","key":"JGIM.2020040107-79","first-page":"12","article-title":"SERVQUAL\u2014A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.","volume":"64","author":"A.Parasuraman","year":"1988","journal-title":"Journal of Retailing"},{"key":"JGIM.2020040107-80","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijresmar.2006.02.004"},{"key":"JGIM.2020040107-81","doi-asserted-by":"publisher","DOI":"10.2753\/JEC1086-4415140405"},{"key":"JGIM.2020040107-82","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2011.03.003"},{"key":"JGIM.2020040107-83","unstructured":"PPRO Group. (2018). PPRO High-Growth Markets Report 2018. Retrieved from https:\/\/www.ppro.com\/e-book\/new-ppro-high-growth-markets-report-2018\/"},{"key":"JGIM.2020040107-84","doi-asserted-by":"publisher","DOI":"10.1108\/08876041211266477"},{"key":"JGIM.2020040107-85","unstructured":"Qualtrics Support. (2019). Randomizer. Retrieved from https:\/\/www.qualtrics.com\/support\/survey-platform\/survey-module\/survey-flow\/standard-elements\/randomizer\/"},{"key":"JGIM.2020040107-86","unstructured":"Research and Markets. (2018). China B2C e-commerce market 2018. Retrieved from https:\/\/www.researchandmarkets.com\/reports\/4556033\/china-b2c-e-commerce-market-2018"},{"key":"JGIM.2020040107-87","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-011-0274-1"},{"key":"JGIM.2020040107-88","doi-asserted-by":"publisher","DOI":"10.1108\/JSM-04-2017-0117"},{"key":"JGIM.2020040107-89","first-page":"1","article-title":"Service Recovery via Social Media: The Social Influence Effects of Virtual Presence.","volume":"\u25aa\u25aa\u25aa","author":"T.Schaefers","year":"2016","journal-title":"Journal of Service Research"},{"key":"JGIM.2020040107-90","author":"T.Schwartz","year":"2000","journal-title":"Handbook of Services Marketing and Management"},{"key":"JGIM.2020040107-91","doi-asserted-by":"publisher","DOI":"10.1080\/10864415.2018.1462951"},{"key":"JGIM.2020040107-92","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2016.03.044"},{"key":"JGIM.2020040107-93","unstructured":"Shopify. (2018). Global ecommerce statistics and trends to launch your business beyond borders. Retrieved from https:\/\/www.shopify.com\/enterprise\/global-ecommerce-statistics"},{"key":"JGIM.2020040107-94","doi-asserted-by":"publisher","DOI":"10.1108\/JSTP-01-2015-0013"},{"key":"JGIM.2020040107-95","doi-asserted-by":"publisher","DOI":"10.1177\/002224379903600305"},{"key":"JGIM.2020040107-96","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2006.10.018"},{"key":"JGIM.2020040107-97","unstructured":"Sprout Social. (2018). 10 tips for providing top-tier Twitter customer service. Retrieved from https:\/\/sproutsocial.com\/insights\/twitter-customer-service\/"},{"key":"JGIM.2020040107-98","unstructured":"Statista. (2015). India gender distribution of online users 2015. Retrieved fromhttps:\/\/www.statista.com\/statistics\/272438\/gender-distribution-of-internet-users-in-india\/"},{"key":"JGIM.2020040107-99","unstructured":"Statista. (2016). Global B2C e-commerce sales 2012-2018. Retrieved from http:\/\/www.statista.com\/statistics\/261245\/b2c-e-commerce-sales-worldwide\/"},{"key":"JGIM.2020040107-100","unstructured":"Statista. (2018). Global retail e-commerce sales 2014-2021. Retrieved from https:\/\/www.statista.com\/statistics\/379046\/worldwide-retail-e-commerce-sales\/"},{"key":"JGIM.2020040107-101","doi-asserted-by":"publisher","DOI":"10.1016\/j.intmar.2017.01.002"},{"key":"JGIM.2020040107-102","doi-asserted-by":"publisher","DOI":"10.1177\/002224299806200205"},{"key":"JGIM.2020040107-103","unstructured":"The Guardian. (2014). Half of online customers experience problems \u2013 Which? Retrieved from https:\/\/www.theguardian.com\/money\/2014\/mar\/07\/half-online-shoppers-problems"},{"key":"JGIM.2020040107-104","unstructured":"The New York Times. (2014). G.M. uses social media to manage customers and its reputation. Retrieved from https:\/\/www.nytimes.com\/2014\/03\/24\/business\/after-huge-recall-gm-speaks-to-customers-through-social-media.html"},{"key":"JGIM.2020040107-105","unstructured":"The Times of India. (2016). In India, only 24% of Facebook users are women. Retrieved from www.timesofindia.indiatimes.com\/india\/In-India-only-24-of-Facebook-users-are-women\/articleshow\/54272718.cms"},{"key":"JGIM.2020040107-106","author":"H. C.Triandis","year":"1995","journal-title":"Individualism and collectivism"},{"key":"JGIM.2020040107-107","author":"F.Trompenaars","year":"1993","journal-title":"Riding the Waves of Culture: Understanding Cultural Diversity in Business"},{"key":"JGIM.2020040107-108","unstructured":"Twitter. (2016). Twitter customer care increases willingness to pay across industries. Retrieved from https:\/\/blog.twitter.com\/marketing\/en_us\/topics\/research\/2016\/study-twitter-customer-care-increases-willingness-to-pay-across-industries.html"},{"key":"JGIM.2020040107-109","doi-asserted-by":"publisher","DOI":"10.1177\/1094670512442786"},{"key":"JGIM.2020040107-110","article-title":"The service recovery journey: Conceptualization, integration, and directions for future research.","author":"Y.Van Vaerenbergh","year":"2018","journal-title":"Journal of Service Research"},{"key":"JGIM.2020040107-111","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2011.08.009"},{"key":"JGIM.2020040107-112","doi-asserted-by":"publisher","DOI":"10.1108\/08876041111161023"},{"key":"JGIM.2020040107-113","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijinfomgt.2010.09.001"},{"key":"JGIM.2020040107-114","doi-asserted-by":"publisher","DOI":"10.1086\/317592"},{"key":"JGIM.2020040107-115","doi-asserted-by":"publisher","DOI":"10.1108\/08876040410528737"},{"key":"JGIM.2020040107-116","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(97)90022-1"},{"key":"JGIM.2020040107-117","doi-asserted-by":"publisher","DOI":"10.1108\/09564230410532484"},{"key":"JGIM.2020040107-118","doi-asserted-by":"publisher","DOI":"10.1177\/0273475302242002"},{"issue":"3\/4","key":"JGIM.2020040107-119","first-page":"193","article-title":"Measuring Hofstede\u2019s five dimensions of cultural values at the individual level: Development and validation of CVSCALE.","volume":"23","author":"B.Yoo","year":"2011","journal-title":"Journal of International Consumer Marketing"}],"container-title":["Journal of Global Information Management"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=246100","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,5,6]],"date-time":"2022-05-06T15:49:37Z","timestamp":1651852177000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/JGIM.2020040107"}},"subtitle":["Evidence from Germany and India"],"short-title":[],"issued":{"date-parts":[[2020,4,1]]},"references-count":120,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2020,4]]}},"URL":"https:\/\/doi.org\/10.4018\/jgim.2020040107","relation":{},"ISSN":["1062-7375","1533-7995"],"issn-type":[{"value":"1062-7375","type":"print"},{"value":"1533-7995","type":"electronic"}],"subject":[],"published":{"date-parts":[[2020,4,1]]}}}