{"id":"https://openalex.org/W2997141436","doi":"https://doi.org/10.4018/jgim.2020040107","title":"How Does Culture Impact Customer Evaluation in Online Complaining?","display_name":"How Does Culture Impact Customer Evaluation in Online Complaining?","publication_year":2019,"publication_date":"2019-12-27","ids":{"openalex":"https://openalex.org/W2997141436","doi":"https://doi.org/10.4018/jgim.2020040107","mag":"2997141436"},"language":"en","primary_location":{"id":"doi:10.4018/jgim.2020040107","is_oa":true,"landing_page_url":"https://doi.org/10.4018/jgim.2020040107","pdf_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=246100&isxn=9781799804116","source":{"id":"https://openalex.org/S83591844","display_name":"Journal of Global Information Management","issn_l":"1062-7375","issn":["1062-7375","1533-7995"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Global Information Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=246100&isxn=9781799804116","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5084473753","display_name":"Sanchayan Sengupta","orcid":null},"institutions":[{"id":"https://openalex.org/I91720666","display_name":"\u00c9cole Sup\u00e9rieure des Sciences Commerciales d\u2019Angers","ror":"https://ror.org/04kkyet53","country_code":"FR","type":"education","lineage":["https://openalex.org/I91720666"]}],"countries":["FR"],"is_corresponding":true,"raw_author_name":"Sanchayan Sengupta","raw_affiliation_strings":["ESSCA School of Management, Boulogne-Billancourt, France"],"affiliations":[{"raw_affiliation_string":"ESSCA School of Management, Boulogne-Billancourt, France","institution_ids":["https://openalex.org/I91720666"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5084473753"],"corresponding_institution_ids":["https://openalex.org/I91720666"],"apc_list":null,"apc_paid":null,"fwci":1.8646,"has_fulltext":true,"cited_by_count":10,"citation_normalized_percentile":{"value":0.87129915,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"28","issue":"2","first_page":"131","last_page":"159"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9941999912261963,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9847999811172485,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-recovery","display_name":"Service recovery","score":0.7913112640380859},{"id":"https://openalex.org/keywords/economic-justice","display_name":"Economic Justice","score":0.6339420080184937},{"id":"https://openalex.org/keywords/distributive-justice","display_name":"Distributive justice","score":0.5957215428352356},{"id":"https://openalex.org/keywords/procedural-justice","display_name":"Procedural justice","score":0.5949730277061462},{"id":"https://openalex.org/keywords/complaint","display_name":"Complaint","score":0.5816008448600769},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.5163868069648743},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.49950289726257324},{"id":"https://openalex.org/keywords/interactional-justice","display_name":"Interactional justice","score":0.48885577917099},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4631117880344391},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4628232419490814},{"id":"https://openalex.org/keywords/cultural-diversity","display_name":"Cultural diversity","score":0.4559900760650635},{"id":"https://openalex.org/keywords/individualism","display_name":"Individualism","score":0.45545074343681335},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.4403853714466095},{"id":"https://openalex.org/keywords/seekers","display_name":"Seekers","score":0.425290048122406},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.4240267276763916},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.37897878885269165},{"id":"https://openalex.org/keywords/applied-psychology","display_name":"Applied psychology","score":0.34231019020080566},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.2873026728630066},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.20928040146827698},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.20262494683265686}],"concepts":[{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.7913112640380859},{"id":"https://openalex.org/C139621336","wikidata":"https://www.wikidata.org/wiki/Q3190382","display_name":"Economic Justice","level":2,"score":0.6339420080184937},{"id":"https://openalex.org/C2780129364","wikidata":"https://www.wikidata.org/wiki/Q552284","display_name":"Distributive justice","level":3,"score":0.5957215428352356},{"id":"https://openalex.org/C2779149496","wikidata":"https://www.wikidata.org/wiki/Q442100","display_name":"Procedural justice","level":3,"score":0.5949730277061462},{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.5816008448600769},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5163868069648743},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.49950289726257324},{"id":"https://openalex.org/C2778412681","wikidata":"https://www.wikidata.org/wiki/Q17142211","display_name":"Interactional justice","level":4,"score":0.48885577917099},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4631117880344391},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4628232419490814},{"id":"https://openalex.org/C125209646","wikidata":"https://www.wikidata.org/wiki/Q1338878","display_name":"Cultural diversity","level":2,"score":0.4559900760650635},{"id":"https://openalex.org/C17022365","wikidata":"https://www.wikidata.org/wiki/Q171995","display_name":"Individualism","level":2,"score":0.45545074343681335},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.4403853714466095},{"id":"https://openalex.org/C2776493517","wikidata":"https://www.wikidata.org/wiki/Q1479542","display_name":"Seekers","level":2,"score":0.425290048122406},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.4240267276763916},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.37897878885269165},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.34231019020080566},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2873026728630066},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.20928040146827698},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.20262494683265686},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.4018/jgim.2020040107","is_oa":true,"landing_page_url":"https://doi.org/10.4018/jgim.2020040107","pdf_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=246100&isxn=9781799804116","source":{"id":"https://openalex.org/S83591844","display_name":"Journal of Global Information Management","issn_l":"1062-7375","issn":["1062-7375","1533-7995"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Global Information Management","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.4018/jgim.2020040107","is_oa":true,"landing_page_url":"https://doi.org/10.4018/jgim.2020040107","pdf_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=246100&isxn=9781799804116","source":{"id":"https://openalex.org/S83591844","display_name":"Journal of Global Information Management","issn_l":"1062-7375","issn":["1062-7375","1533-7995"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Global Information Management","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.800000011920929,"id":"https://metadata.un.org/sdg/16","display_name":"Peace, Justice and strong institutions"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2997141436.pdf","grobid_xml":"https://content.openalex.org/works/W2997141436.grobid-xml"},"referenced_works_count":101,"referenced_works":["https://openalex.org/W1518792569","https://openalex.org/W1535860288","https://openalex.org/W1549401799","https://openalex.org/W1660732960","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1712136232","https://openalex.org/W1778940724","https://openalex.org/W1880091624","https://openalex.org/W1966247556","https://openalex.org/W1968612550","https://openalex.org/W1969193295","https://openalex.org/W1970718009","https://openalex.org/W1971107992","https://openalex.org/W1973817125","https://openalex.org/W1983877714","https://openalex.org/W1988487435","https://openalex.org/W1991424668","https://openalex.org/W1993393165","https://openalex.org/W1994647758","https://openalex.org/W1995758933","https://openalex.org/W1995999355","https://openalex.org/W2000284307","https://openalex.org/W2002609208","https://openalex.org/W2005956583","https://openalex.org/W2010199015","https://openalex.org/W2010227918","https://openalex.org/W2011462441","https://openalex.org/W2018761923","https://openalex.org/W2022218363","https://openalex.org/W2023535713","https://openalex.org/W2023895512","https://openalex.org/W2026374152","https://openalex.org/W2026767726","https://openalex.org/W2031018584","https://openalex.org/W2031856047","https://openalex.org/W2032299294","https://openalex.org/W2034725519","https://openalex.org/W2035546030","https://openalex.org/W2038527029","https://openalex.org/W2038549278","https://openalex.org/W2047562908","https://openalex.org/W2049362416","https://openalex.org/W2050239198","https://openalex.org/W2051289315","https://openalex.org/W2059645777","https://openalex.org/W2060346383","https://openalex.org/W2061492065","https://openalex.org/W2062193161","https://openalex.org/W2062792894","https://openalex.org/W2065574105","https://openalex.org/W2078492393","https://openalex.org/W2081228936","https://openalex.org/W2081556646","https://openalex.org/W2090952972","https://openalex.org/W2092658134","https://openalex.org/W2092836187","https://openalex.org/W2095266067","https://openalex.org/W2108526624","https://openalex.org/W2117493587","https://openalex.org/W2121441690","https://openalex.org/W2122027164","https://openalex.org/W2128616827","https://openalex.org/W2131096463","https://openalex.org/W2133880275","https://openalex.org/W2138733263","https://openalex.org/W2146272101","https://openalex.org/W2148799739","https://openalex.org/W2151694441","https://openalex.org/W2153088094","https://openalex.org/W2165822844","https://openalex.org/W2280465155","https://openalex.org/W2313319791","https://openalex.org/W2313837232","https://openalex.org/W2325007409","https://openalex.org/W2335710260","https://openalex.org/W2339227421","https://openalex.org/W2339582674","https://openalex.org/W2525754293","https://openalex.org/W2529317306","https://openalex.org/W2588467911","https://openalex.org/W2591986789","https://openalex.org/W2599693524","https://openalex.org/W2625132018","https://openalex.org/W2735985410","https://openalex.org/W2746337320","https://openalex.org/W2786438554","https://openalex.org/W2806914685","https://openalex.org/W2807102594","https://openalex.org/W2888827703","https://openalex.org/W2905852549","https://openalex.org/W2989118297","https://openalex.org/W3037229824","https://openalex.org/W3124648860","https://openalex.org/W3156660884","https://openalex.org/W3216524629","https://openalex.org/W4205092223","https://openalex.org/W4231536446","https://openalex.org/W4246909570","https://openalex.org/W4255659084","https://openalex.org/W4300870773"],"related_works":["https://openalex.org/W2020103314","https://openalex.org/W2745449276","https://openalex.org/W2267646011","https://openalex.org/W4212964529","https://openalex.org/W2436189687","https://openalex.org/W2128616827","https://openalex.org/W2588763669","https://openalex.org/W2132054661","https://openalex.org/W2480781931","https://openalex.org/W2612302025"],"abstract_inverted_index":{"This":[0,117],"article":[1],"investigates":[2],"how":[3],"customers'":[4],"cultural":[5],"orientation":[6],"impacts":[7],"their":[8,141],"service":[9,52,83,132],"evaluations":[10],"when":[11,48,74,139],"complaining":[12],"online":[13,131],"on":[14],"social":[15,126],"media.":[16],"Two":[17],"separate":[18],"scenario-based":[19],"experimental":[20],"studies":[21],"were":[22],"conducted":[23],"using":[24,37],"non-student":[25],"samples":[26],"from":[27,40,44,66,70,136],"two":[28],"culturally":[29],"diverse":[30],"countries":[31],"(Germany":[32],"and":[33,42,68,114],"India).":[34],"Study":[35,61],"1":[36],"83":[38,43],"participants":[39,65],"Germany":[41,67],"India":[45,71],"shows":[46,72],"that":[47,73],"causal":[49],"explanations":[50],"for":[51],"failure":[53],"are":[54],"given,":[55],"individualists":[56],"have":[57],"higher":[58,92],"perceived":[59,93],"justice.":[60,94,116],"2":[62],"with":[63,104],"81":[64],"82":[69],"cognitive":[75],"control":[76],"is":[77],"given":[78],"through":[79],"regular":[80],"updates":[81],"during":[82],"recovery":[84,102],"to":[85,121],"high":[86],"uncertainty":[87],"avoidance":[88],"seekers,":[89],"they":[90],"show":[91],"The":[95],"three":[96],"independent":[97],"justice":[98,106],"dimensions":[99],"positively":[100],"influence":[101],"satisfaction,":[103],"informational":[105],"showing":[107],"the":[108,122],"strongest":[109],"impact,":[110],"followed":[111],"by":[112],"procedural":[113],"distributive":[115],"research":[118],"thus":[119],"contributes":[120],"nascent":[123],"literature":[124],"in":[125],"media":[127],"complaining.":[128],"Managers":[129],"of":[130],"organizations":[133],"can":[134],"benefit":[135],"these":[137],"findings":[138],"developing":[140],"complaint":[142],"management":[143],"strategies.":[144]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
