Consumer Retaliation as a Response to Dissatisfaction

By J. Huefner, H. Hunt. 2000

195 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/d0d8988b7dee457e60b710aca27ce09fe9cb4c15

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Citations in the corpus

Expanding customer engagement: the role of negative engagement, dual valences and contexts (2020, background): “For revenge-seekers, these emotions prompt hostile thoughts, malice and brand sabotage, whereas trolls retaliate through spreading sadistic and often false claims about an organisation (Huefner and Hunt, 2000; Lievonen et al., 2017).”
Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior (2006, background): “Some recent research has suggested that negative WOM communication should be differentiated into two categories based on the intention of consumers (Huefner & Hunt, 2000).”
From bad to worse (2012, background): “However, Huefner and Hunt (2000) suggest that many dissatisfied customers do not clearly fit Hirschman’s exitvoice-loyalty model and opt instead for aggressive or retaliatory behaviors towards the employee or the service firm.”
A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power (2010, background): “the observable revenge behaviors (e.g., Grégoire and Fisher 2008; Huefner and Hunt 2000).”
Value cocreation in service interactions (2015, background): “…treated equally and fairly by service employees (Williams and Aitken, 2011) and that when this is not the case, they become hostile and engage in retaliative (Groth and Grandey, 2012) and vindictive actions such as physical or verbal abuse (Huefner and Hunt, 2000) in order to reestablish justice.”
Reprisal, retribution and requital: Investigating customer retaliation (2009, methodology): “This category of retaliatory behaviors, while it includes word of mouth, is much broader than the word of mouth category used by Huefner and Hunt (2000).”