The effects of relationship quality on customer retaliation

By Yany Grégoire, R. Fisher. 2006

472 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/6a510d435e7b6dd1e70e86cbf7019562215c0ae0

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In Marketing

In Organizational Behavior and Human Resource Management

In Social Psychology

Citations in the corpus

Treating unobserved heterogeneity in PLS path modeling: a comparison of FIMIX-PLS with different data analysis strategies (2010, unknown): “Second, the Fornell and Larcker criterion [14] is applied, which compares the square root of each endogenous construct’s average variance extracted (AVE) and its bivariate correlations with all opposing endogenous constructs [16].”
Risk, trust, and the interaction of perceived ease of use and behavioral control in predicting consumers' use of social media for transactions (2018, background): “Second, the square root of the AVE exceeded the inter-item correlation values for each construct, indicating discriminant validity has been achieved (Grégoire & Fisher, 2006).”
Exploring consumer conflict management in service encounters (2010, background): “For example, although firms hoped relationship marketing strategies would encourage constructive complaints and even provide a buffer against failures (Hess et al. 2003), research reveals consumers in close relationships with firms often feel particularly betrayed by failures, resulting in increased”
When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009, background): “In addition, the current design addresses key limitations of cross-sectional surveys (e.g., Aquino, Tripp, and Bies 2001; Grégoire and Fisher 2006).”
An assessment of the use of partial least squares structural equation modeling in marketing research (2011, background): “Gregoire and Fisher 2006 Mooradian, Matzler and Szykman 2008”
Repurchase intention in B2C e-commerce - A relationship quality perspective (2011, background): “This is appropriate because online purchase behaviors are memorable events that can be recalled by customers [9].”
Positive and negative behaviours resulting from brand attachment: The moderating effects of attachment styles (2018, background): “For example, Grégoire and Fisher (2006) argued that a loving relationship can turn to hatred.”
Customer betrayal and retaliation: when your best customers become your worst enemies (2008, background): “…research has argued that strong relationships can amplify customers’ unfavorable responses to negative service encounters (Bhattacharya and Sen 2003; Grégoire and Fisher 2006; Hess et al. 2003; Mattila 2001, 2004; Tax et al. 1998), findings have offered limited support for the “love becomes hate”…”