Outraged Consumers: Getting Even at the Expense of Getting a Good Deal

By Nada Nasr Bechwati, M. Morrin. 2003

313 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/ded05ee7c9460249283b60d6cc8a93a4e33391b2

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Review of the theoretical underpinnings of loyalty programs (2011, background): “Similar to the cross-customer effects for status-based loyalty programs, both distributive and procedural justice perceptions can negatively influence the non-targeted customers (Bechwati & Morrin, 2003; Feinberg et al., 2002).”
Exploring consumer conflict management in service encounters (2010, background): “Part of this difficulty in designing effective responses to consumer conflict comes from the fact that research to date has characterized aggrieved customers as “dissatisfied” even though customers experiencing strong feelings of outrage or betrayal are qualitatively different to those who are merel”
Customer betrayal and retaliation: when your best customers become your worst enemies (2008, background): “In this article, retaliation is defined as a customer’s actions that are designed to punish and cause inconvenience to a firm for the damages the customer felt it caused (Bechwati and Morrin 2003; Grégoire and Fisher 2006).”
Consumer revenge behavior: A cross-cultural perspective (2009, methodology): “In a consumer context, Bechwati and Morrin (2003) extended the definition of revenge to the desire for consumer vengeance and conceptualized it as “the retaliatory feelings that consumers feel toward a firm, such as the desire to exert some harm on the firm, typically following an extremely…”
Customers behaving badly: a state of the art review, research agenda and implications for practitioners (2010, background): “For example, violations of perceived justice (Bechwati and Morrin, 2003), violations of perceived equity or fairness (Grégoire and Fisher, 2007), and levels of perceived risk (Albers-Miller, 1999) are all prevalent cognitive explanations for deviant customer behavior.”
The Price is Unfair! A Conceptual Framework of Price Fairness Perceptions (2004, background): “The desire for vengeance after a dissatisfying experience is influenced by how well consumers are treated during the redress process (Bechwati and Morrin 2003).”
Why brands should fear fearful consumers: How attachment style predicts retaliation (2012, background): “Do they get enough utility from lashing out to justify making suboptimal and/or illegal choices (Bechwati & Morrin, 2003)?”
A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power (2010, background): “This set of results is consistent with the literature that shows that judgments about the process—compared to the outcomes—are more influential in the revenge process (Bechwati and Morrin 2003).”