Consumer revenge behavior: A cross-cultural perspective

By H. Zourrig, J. Chébat, Roy Toffoli. 2009

203 citations recorded by the source corpus.

Subfields: Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/a1656ac309040b60cdc6f3b0afc1c21290e86325

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Citations in the corpus

Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews (2019, background): “For some customers, such as those from Asian countries, there is a culture of longer power distance and face threat when they show their dissatisfaction directly by ratings (Zourrig et al., 2009).”
A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power (2010, methodology): “The extant model is based on a “cognitions-emotions-actions” sequence and an “appraisal theory” approach, which are the dominant views in the literatures on service failure-recovery (e.g., Zourrig et al. 2009 ) and workplace revenge (e.g., Crossley 2009).”
Understanding the Influence of Airport Servicescape on Traveler Dissatisfaction and Misbehavior (2020, background): “…with emergent literature showcasing customers’ routine activities in an alternate light (Reynolds and Harris 2009), where their own actions (not those of the service provider) are presented as the source of service failures and consequent dissatisfaction (Zourrig, Chebat, and Toffoli 2009).”
Assessing tourists' cognitive, emotional and behavioural reactions to an unethical destination incident (2016, background): “Although both effects have already been evidenced as customers' reactions toward a service failure (e.g. Gr egoire et al., 2009; Zourrig et al., 2009), the present study is the first to provide empirical evidence of an opposite effect on loyalty behaviour.”
Beyond anger: A deeper look at consumer animosity (2015, background): “Further, agonistic and retreat emotions are two different types of negative affect likely to evoke different coping processes (Lazarus & Folkman, 1984; Zourrig et al., 2009).”
Exploring consumer conflict management in service encounters (2010, background): “Research identifies that consumers respond to conflict with service providers in different ways (Bonifield and Cole 2007; Grégoire et al. 2009; Schneider and Bowen 1999; Zourrig et al. 2009).”
When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009, background): “More attention is also needed on the effects of culture on customers’ propensity to forgive (Zourrig, Chebat, and Toffoli 2009).”
When Do Customers Offer Firms a 'Second Chance' Following a Double Deviation? The Impact of Inferred Firm Motives on Customer Revenge and Reconciliation (2013, background): “In addition, ourrig, Chebat, and Toffoli (2009) propose that cross-cultural ifferences may strongly moderate customers’ propensity to get evenge or reconcile.”