Customer rage episodes: Emotions, expressions and behaviors

By Janet R. Mccoll-Kennedy, Paul G. Patterson, Amy K. Smith, Michael K. Brady. 2009

289 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/ab526b871741c445de35867ffa2adc1d4c42757f

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

When Do Customers Offer Firms a 'Second Chance' Following a Double Deviation? The Impact of Inferred Firm Motives on Customer Revenge and Reconciliation (2013, unknown): “The impact Retailing (xxx, 2013), http://dx.doi.org/10.1016/j.jretai.2013.03.002 K. Brady (2009), “Customer Rage Episodes: Emotions, Expressions, and Behaviors,” Journal of Retailing, 85 (June), 222–37.”
A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power (2010, background): “In sum, our model argues that these two behaviors represent most instances of “customer rage” (e.g., McColl-Kennedy et al. 2009 ).”
Service Employee Responses to Angry Customer Complaints (2017, background): “Future research could explore the impact of anger intensity and different forms of anger behavior, such as verbal intimidation or even physical expression (cf. McColl-Kennedy et al. 2009; Patterson, Brady, and McColl-Kennedy 2016).”
Talk Up or Criticize? Customer Responses to WOM About Competitors During Social Interactions (2014, unknown): “McColl-Kennedy et al. (2009) show that NWOM is closely associated with strong negative emotions, such as contempt, disgust, and rage.”
Contagious Effects of Customer Misbehavior in Access-Based Services (2016, background): “Customer misbehavior can also occur in the absence of employees and other customers and be directed at the resources necessary for service delivery (e.g., vandalism; McColl-Kennedy et al. 2009), which we describe as ‘‘indirect misbehavior.’’”
Opportunistic customer claiming during service recovery (2010, background): “In related areas of customer rage and customers “getting back” at service firms, perceptions of being treated unfairly play an important role in explaining abusive behavior of customers (McColl-Kennedy et al. 2009), and consumers sometimes view misbehavior as revenge for real or imagined injustice (”