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Article
Publication date: 1 September 2001

L. Jean Harrison‐Walker

The emergence of the Internet and its communication capabilities has given rise to a number of complaint sites that function as central forums for consumers to share their bad…

7399

Abstract

The emergence of the Internet and its communication capabilities has given rise to a number of complaint sites that function as central forums for consumers to share their bad experiences with other consumers. Companies are reacting by adopting anti‐domain sites in an attempt to prevent the creation of such complaint forums. Data from one complaint forum are analyzed to identify the nature of the complaints, whether the complaints were initially voiced to contact personnel, what other attempts were made to resolve the problem, whether the Internet consumer complaint forum was the initial method used for complaining, the responsiveness of the company to non‐Internet complaints as well as Internet complaints, and the demographics of complainers using the Internet complaint forum. The suggestion is made that companies should embrace consumer complaints, and compete with the independent complaint forums (rather than try to block them) on the basis of ease of the complaint process and the likelihood of response. Recommendations are offered that are specific to Internet use and benefits to the company are described.

Details

Journal of Services Marketing, vol. 15 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 6 September 2011

Reijo Savolainen

The major aim of this study is to find out whether people articulate their information needs and provide information to others differently in online sites of various types, more…

2446

Abstract

Purpose

The major aim of this study is to find out whether people articulate their information needs and provide information to others differently in online sites of various types, more specifically, blogs and internet discussion forums.

Design/methodology/approach

The study is based on the analysis of ten blogs and 40 threads of Suomi24, a Finnish internet discussion forum. The blogs and discussion threads focus on the same topic, that is, coping with depression. For the study, 1,044 blog postings, 1,727 bloggers' and blog readers' comments and 1,236 messages written by the discussion forum participants were analyzed by means of descriptive statistics and qualitative content analysis.

Findings

The bloggers, blog readers and discussion group participants mainly articulated needs related to getting an opinion or evaluation of an issue, while needs for factual information and procedural information about possible ways of action were presented less frequently. Information provision drew strongly on the use of personal knowledge. There were no remarkable differences between the types of online sites with regard to the articulation of information needs and using sources for providing information to others.

Research limitations/implications

The findings are based on the analysis of a limited number of Finnish blogs and discussion threads in the field of coping with depression. Thus, the findings cannot be generalized to all online forums of these kinds.

Practical implications

Blogs and internet discussion forums provide useful sites to pose questions for online contributors and to get opinions as well as factual information about the ways to cope with depression.

Originality/value

The study is unique in that it compares information needs and information provision in online sites of various types.

Details

Journal of Documentation, vol. 67 no. 5
Type: Research Article
ISSN: 0022-0418

Keywords

Article
Publication date: 1 April 1998

Richard E. Teare

Addresses the agenda for learning, development and research by presenting an organizational framework for action learning, supported by internet‐based resources and tutored…

2651

Abstract

Addresses the agenda for learning, development and research by presenting an organizational framework for action learning, supported by internet‐based resources and tutored sessions in the workplace. Outlines a themed approach, developed in response to corporate needs and aspirations, which is derived from a generic curriculum and augmented to address industry issues and corporate specialisms.

Details

Journal of Workplace Learning, vol. 10 no. 2
Type: Research Article
ISSN: 1366-5626

Keywords

Article
Publication date: 1 August 2005

Dennis A. Pitta and Danielle Fowler

To explore an emerging area in internet practice that has implications for new product developers.

5879

Abstract

Purpose

To explore an emerging area in internet practice that has implications for new product developers.

Design/methodology/approach

The paper integrates concepts including a range of recently published (1993‐2004) theoretical works and ongoing case developments in internet practice.

Findings

Provides information and action approaches to new product developers that may increase the success and accuracy of resulting new products. Outlines the benefits of monitoring and participating in online consumer communities and offers practical suggestions for maximizing their value in the product development process.

Research limitations/implications

The theoretical concepts that form the foundation of the paper appear to have a significant application to the product development process but have not been tested empirically.

Practical implications

Uncovers a previously unrecognized source of direct consumer input and cooperation in the design and valuation of new products.

Originality/value

This paper describes the nature and application of online consumer communities to an important marketing process. It offers the potential of improving the success of new products in the marketplace reducing significant waste.

Details

Journal of Product & Brand Management, vol. 14 no. 5
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 15 May 2009

Tor W. Andreassen and Sandra Streukens

The purpose of this paper is to investigate what discussants in internet based discussion forums talk about. Investigates electronic word of mouth (e‐WOM) as a potential source of…

7069

Abstract

Purpose

The purpose of this paper is to investigate what discussants in internet based discussion forums talk about. Investigates electronic word of mouth (e‐WOM) as a potential source of information for service innovation. The aim is to derive four core categories of unique dialogues that provide valuable information to service innovation.

Design/methodology/approach

Apart from Harrison‐Walker's effort to develop a scale of measuring WOM, disclosing the inside of electronic word‐of‐mouth has never been done before. For this reason a qualitative approach using Netnography was adopted. The paper analyzes the content of all postings taking place during 100 days in five defined discussion forums on the internet.

Findings

The results indicate that conversations taking place in electronic discussion forums can be divided into four core categories, i.e. information request, usage experience, business practice issues, and comments pertaining to new product launches.

Research limitations/implications

The study focused on building a typology of conversations taking place in discussion forums on the internet. As such, these findings may not be generalized to the offline environment.

Practical implications

Disclosing details of electronic word‐of‐mouth through four core categories has a number of implications. Perhaps more importantly, an understanding of WOM communication allows managers to develop new, and to improve current, services that better meet customers' current and future needs.

Originality/value

Disclosing details of electronic word‐of‐mouth and linking it to service innovation has never done before. As such this is a truly unique study.

Details

Managing Service Quality: An International Journal, vol. 19 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 September 2000

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management…

27414

Abstract

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.

Details

Facilities, vol. 18 no. 9
Type: Research Article
ISSN: 0263-2772

Article
Publication date: 1 March 2001

K.G.B. Bakewell

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18;…

18596

Abstract

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Details

Structural Survey, vol. 19 no. 3
Type: Research Article
ISSN: 0263-080X

Article
Publication date: 1 March 2000

K.G.B. Bakewell

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17;…

23730

Abstract

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.

Details

Property Management, vol. 18 no. 3
Type: Research Article
ISSN: 0263-7472

Article
Publication date: 1 September 2001

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management…

14773

Abstract

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Details

Facilities, vol. 19 no. 9
Type: Research Article
ISSN: 0263-2772

Article
Publication date: 1 March 2001

K.G.B. Bakewell

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18;…

14378

Abstract

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Details

Property Management, vol. 19 no. 3
Type: Research Article
ISSN: 0263-7472

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