scholarly journals Electronic Complaints: An Empirical Study of Negative Reviews from Amazon.com Users

2021 ◽  
Vol 12 (5) ◽  
pp. 42
Author(s):  
Ali Kiliç ◽  
Çiğdem Karatepe
Keyword(s):  
Empirical Study ◽  
Customer Relations ◽  
New Horizons ◽  
Politeness Strategies ◽  
Digital Commerce ◽  
Customer Services

Unprecedented advances have been seen in E-commerce with the spread of digital commerce and customer relations on commercial websites, such as Amazon. As a result, investigation of this type of communication has opened up new horizons for discourse analysts. This study aims to identify the complaint strategies used by customers and the reasons behind them. With this in mind, the researchers formed a corpus of the most helpful negative reviews posted on Amazon. Similar to previous studies on complaints in spoken communication, the present analysis investigated the different complaint strategies speakers used to formulate their complaints. Additionally, politeness strategies and face concerns were examined in these complaints. The results indicated that customers used eight different complaint strategies, the most frequent being showing their disappointment, anger and annoyance while making their complaints. The reasons for their complaints were delivery problems and unhelpful customer services behaviours.

An empirical study of factors affecting e-service satisfaction

2006 ◽  
Vol 25 (4) ◽  
pp. 279-291 ◽  
Author(s):  
Xiaoni Zhang ◽  
Victor Prybutok ◽  
Albert Huang
Keyword(s):  
Empirical Study ◽  
User Satisfaction ◽  
Business Processes ◽  
Service Satisfaction ◽  
The Internet ◽  
Factors Affecting ◽  
Perceived Security ◽  
Customer Services

E-service is the integration of business processes, policies, procedures, tools, technologies, and human efforts to facilitate both assisted and unassisted customer services in using the Internet and other networks. To examine factors affecting user satisfaction with e-services, a survey was conducted using a questionnaire. The questionnaire was based partially on existing studies, and was validated by a panel of researchers and industry experts. More than 700 usable responses to the questionnaire were collected and analyzed. The results showed that user satisfaction with e-services is correlated with perceived convenience, users' skills and experiences, and perceived security.

Individuals without jobs: An empirical study of job-seeking behavior and reemployment.

1996 ◽  
Vol 81 (1) ◽  
pp. 76-87 ◽  
Author(s):  
Connie R. Wanberg ◽  
John D. Watt ◽  
Deborah J. Rumsey
Keyword(s):  
Empirical Study ◽  
Job Seeking ◽  
Seeking Behavior
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