A Coal in the Heart: Self-Relevance as a Post-Exit Predictor of Consumer Anti-Brand Actions

By Allison R. Johnson, Maggie Matear, Matthew Thomson. 2011

298 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/1e523af335b7421c70126bc7a3828a08161d5ff1

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Self-congruence, brand attachment and compulsive buying (2017, background): “However, recent qualitative studies have started to show that brand attachment may also lead to unfavorable behaviors, such as trash talking and schadenfreude (e.g. Japutra et al., 2014; Johnson et al., 2011).”
You’re so lovable: Anthropomorphism and brand love (2014, background): “…see both the people they love (Murstein, 1988; Bartels and Zeki, 2004) and the things they love (Ahuvia, 1993; Carroll and Ahuvia, 2006; Albert et al, 2008; Ahuvia et al, 2009; Johnson et al, 2011; Batra et al, 2012; Loureiro and Kaufmann, 2012; Vlachos and Vrechopoulos, 2012) as being excellent.”
I love you, but you let me down! How hate and retaliation damage customer-brand relationship (2022, unknown): “The existing scholarship on service marketing has provided evidence to show that upon experiencing service failure episodes that lead to negative experiences, customers develop anti-brand feelings that manifest as hate (Gr ´ egoire et al., 2009; Johnson et al., 2011).”
Relating badly to brands (2013, background): “In fact, brand attack is more (less) likely to happen after the dissolution of a more (less) self-relevant consumer–brand relationship (Johnson et al., 2011).”
Consumer Brand Relationships Research: A Bibliometric Citation Meta-Analysis (2015, background): “Most recentworks related to this are, among others, by Kressmann et al. (2006), Johnson, Matear, and Thomson (2011), Cheng, White, and Chaplin (2012), or Tuškej, Golob, and Podnar (2013).”
Customer forgiveness following service failures (2016, background): “In part, this is because service failures make customers who have closer relationships with firms feel more betrayed [19,20 ,21 ], and this feeling of betrayal leads them to engage more vividly in anti-corporation actions [22].”