Abstract
Negative Word-of-mouth (NWOM) communication, often used as term to denote the negative feedback given by consumers on public online platforms, has emerged to be an important area of study. However, an important dimension of NWOM has so far been ignored in academic literature – the experiences and attitudes of customer service executives towards online consumer complaints. In studying these attitudes and emotions, the current study uses Davidow’s six dimensions of managing and handling complaints by organizations as a theoretical justification. More than half of the six dimensions involve communication between employees and customers. Hence, the employee attitudes and the impact ...