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Product Failure or Streamer Misconduct? A Study of Brand Crises and Consumer Complaints in Live-Streaming E-Commerce

https://doi.org/10.2139/ssrn.5964381
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Outgoing claims: the papers this work cites, builds on, or argues with.

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Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands
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Would the blind box be more effective? The role of uncertainty in consumers’ post-recovery satisfaction
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Social media: Where customers air their troubles—How to respond to them?
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Complaints and complaining: Functions, antecedents, and consequences.
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Customer e-complaining behaviours using social media
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Negative customer engagement behaviour in a service context
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Cue the complaint: the visual cues of Facebook business pages and their influence on consumer complaint behaviour
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Technology-driven mandatory customer participation: a new recovery strategy to promote customers’ online post-recovery satisfaction
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Investigating Stakeholders’ Reactions to Crises in the Nonprofit Sector Through the Lens of Social Identity Theory
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What consumer complaints should hoteliers prioritize? Analysis of online reviews under different market segments
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When Connection Turns to Anger: How Consumer–Brand Relationship and Crisis Type Moderate Language on Social Media
inferredcites →https://doi.org/10.1108/09564231111106947openalex-snapshot
Negative emotions and their effect on customer complaint behaviour
inferredcites →https://doi.org/10.1108/ejm-04-2016-0204openalex-snapshot
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The impact of online movie word-of-mouth on consumer choice
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Online service failure: how consumers from emerging countries react and complain
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The effects of brand relationships on justice perceptions in service recovery
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The commercial impact of live streaming: A systematic literature review and future research agenda
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Complaint Publicization in Social Media
inferredcites →https://doi.org/10.1177/1094670515606064openalex-snapshot
Service Recovery via Social Media
inferredcites →https://doi.org/10.1177/1096348014550921openalex-snapshot
How We Complain: The Effect of Personality on Consumer Complaint Channels
inferredcites →https://doi.org/10.1177/1096348020987279openalex-snapshot
The Effects of Intragroup Guanxi Interaction on Customers’ Intentions to Complain
inferredcites →https://doi.org/10.1177/10963480241251449openalex-snapshot
How Celebrity Endorsement Affects Travel Intention: Evidence From Tourism Live Streaming
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Understanding Characteristics of Popular Streamers on Live Streaming Platforms: Evidence from Twitch.tv
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Impact of AI-Oriented Live-Streaming E-Commerce Service Failures on Consumer Disengagement—Empirical Evidence from China
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