Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes

By Z. Obeidat, S. Xiao, G. Iyer, Michael G. Nicholson. 2017

131 citations recorded by the source corpus.

Given the pervasive spread and use of the Internet and social media, consumer use of these new forums for expressing their revenge intentions has also increased. This research examines the impacts of service outcome and service process failures on consumer online revenge intentions. Using insights from cognitive appraisal theory, a comprehensive model is developed and tested to examine the impacts of service failure types on consumers’ primary and secondary appraisal processes that lead to online revenge intentions. The model was tested in the United Kingdom and Jordan. Results show that for the two countries, different service failure types lead to different cognitive appraisal processes, and to intentions to use different online revenge platforms.

Subfields: Information Systems, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/d93d6b5a4ebf882a8e31c3b9dd41271fb3dc2e8e

Citations in the corpus

• I love you, but you let me down! How hate and retaliation damage customer-brand relationship (2022, unknown): “The results are in consonance with prior extended literature on the dark side of the customer-brand relationship in different contexts (e.g., Bayarassou et al., 2020; Einwiller et al., 2019; Fetscherin, 2019; Obeidat et al., 2017; Tan et al., 2019).”