They forgot me! The exclusionary effects among complaining consumers when others receive a response
研究当投诉者看到其他投诉者得到公司回应而自己未得到时产生的被排斥感，以及这种感受如何影响再次投诉的意愿，并探讨了投诉时间顺序和注意力分散的调节作用。
Abstract Complaint management is often considered a significant cost center, and it may be difficult for companies to treat all complainers equally in physical settings where complainers can observe each other's treatment. How do complainers feel when other complainers receive a response from the company, but they do not? We introduce and conceptualize a complainer exclusion construct that incorporates the complainer's observation of theirs and other complainers' treatment. Drawing on the theory of ostracism, three studies employing varying industry and complaint settings, reveal that perceptions of exclusion underpin complainers' re‐complaining intentions (Study 1). Moreover, this effect is intensified when earlier complainers witness the later complainers receive a response, suggesting temporal order of complaints as an important boundary condition (Study 2). Contrarily, shifting complainers' primary focus away from the unpleasant experience through a distraction weakens the re‐complaining intentions among complainers feeling exclusion (Study 3). This research has significant implications for managing complaint management systems, avoiding perceived exclusion among complainers, and effectively reducing the likelihood of worse outcomes for all stakeholders.