Customer betrayal and retaliation: when your best customers become your worst enemies

By Yany Grégoire, R. Fisher. 2008

805 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/ca75b09266626bdddb1f1af033a63160eea07920

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Citations in the corpus

Customer forgiveness following service failures (2016, neutral): “, the ‘love becomes hate effect’; [13 ,17,18]).”
Anger, frustration, and helplessness after service failure: coping strategies and effective informational support (2010, methodology): “To measure vindictive nWOM, vindictive complaining, and problem-solving complaining, we adapted three-item scales suggested by Gregoire and Fisher (2008) .”
A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes (2014, background): “Consumers behave more punitively toward firms that cause them to suffer negative outcomes when they believe the firms could have done otherwise (Grégoire and Fisher 2008).”
Why brands should fear fearful consumers: How attachment style predicts retaliation (2012, methodology): “…little that has contemplated more severe consumer anti-brand actions such as complaining to outside agencies, obsessing, or retaliation (cf., Grégoire & Fisher, 2006, 2008; Jones, Reynolds, Mothersbaugh, & Beatty, 2007), and there are no generally accepted metrics of these types of…”
Word of mouth and interpersonal communication: A review and directions for future research (2014, background): “…to regulate their emotions through punishing a company or individual for a negative consumption experience (Curren & Folkes, 1987; Folkes, 1984; Grégoire & Fisher, 2008; Grégoire, Tripp, & Legoux, 2009; Hennig-Thurau et al., 2004; Richins, 1983; Sundaram et al., 1998; Ward & Ostrom, 2006).”
Moral disengagement of hotel guest negative WOM: moral identity centrality, moral awareness, and anger. (2014, background): “Prior research on this area main focuses on the cognitive processes, such as attribution (Hess et al., 2007), perceived justice (Grégoire & Fisher, 2008), and consumer power (Grégoire et al., 2010).”
Humanizing brands: When brands seem to be like me, part of me, and in a relationship with me (2017, background): “With betrayal the valence of the relationship changing from one of extreme closeness to one of extreme distance (i.e., aversion; e.g., Grégoire & Fisher, 2008; Wiggin & Yalch, 2015).”