Welcome to the InfoSci Platform
The Influence of UGC on Consumers’ Information Process on Service Failure

The Influence of UGC on Consumers’ Information Process on Service Failure

Te-Lin Chung
Copyright: © 2012 |Volume: 4 |Issue: 4 |Pages: 16
ISSN: 1941-627X|EISSN: 1941-6288|EISBN13: 9781466612143|DOI: 10.4018/jesma.2012100103
Cite Article Cite Article

MLA

Chung, Te-Lin. "The Influence of UGC on Consumers’ Information Process on Service Failure." IJESMA vol.4, no.4 2012: pp.32-47. http://doi.org/10.4018/jesma.2012100103

APA

Chung, T. (2012). The Influence of UGC on Consumers’ Information Process on Service Failure. International Journal of E-Services and Mobile Applications (IJESMA), 4(4), 32-47. http://doi.org/10.4018/jesma.2012100103

Chicago

Chung, Te-Lin. "The Influence of UGC on Consumers’ Information Process on Service Failure," International Journal of E-Services and Mobile Applications (IJESMA) 4, no.4: 32-47. http://doi.org/10.4018/jesma.2012100103

Export Reference

Mendeley
Favorite Full-Issue Download

Abstract

This study explores the influence of user-generated content (UGC) on consumers’ post-purchase information process when a service failure occurs. Fairness theory, which regards counterfactual thinking (CFT) and judgments of blame as two key constructs in processing negative experiences, is applied in this study. In a scenario-based experimental study, the presence of UGC (positive, negative, or not presented), and the transaction medium (online or offline) were manipulated. This study contributes to current literature on UGC with the aspect of service failure that is rarely discussed. It also adds to the literature on fairness theory, which has primarily focused on the offline contexts. Results are further explored in the article.

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.