Thisarticleinvestigateshowcustomers’culturalorientationimpactstheirserviceevaluationswhen complainingonlineonsocialmedia.Twoseparatescenario-basedexperimentalstudieswereconducted usingnon-studentsamplesfromtwoculturallydiversecountries(GermanyandIndia).Study1using 83participantsfromGermanyand83fromIndiashowsthatwhencausalexplanationsforservice failurearegiven, individualistshavehigherperceived justice.Study2with81participants from Germanyand82fromIndiashows thatwhencognitivecontrol isgiven throughregularupdates duringservicerecoverytohighuncertaintyavoidanceseekers,theyshowhigherperceivedjustice.The threeindependentjusticedimensionspositivelyinfluencerecoverysatisfaction,withinformational justiceshowingthestrongestimpact,followedbyproceduralanddistributivejustice.Thisresearch thuscontributestothenascentliteratureinsocialmediacomplaining.Managersofonlineservice organizationscanbenefitfromthesefindingswhendevelopingtheircomplaintmanagementstrategies. KEywORDS Culture, Customer Evaluation, Justice Theory, Online Complaint Management, Satisfaction, Service Recovery, Social Media Complaining

中文翻译：

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文化如何影响在线投诉中的客户评估？

其次是程序性和分配性司法。因此，本研究有助于社会媒体对新生文学的研究。在线服务组织的经理可以在制定投诉管理策略时从这些发现中受益。KEywDS文化，客户评估，正义理论，在线投诉管理，满意度，服务恢复，社交媒体投诉