Reprisal, retribution and requital: Investigating customer retaliation

By Venessa Funches, Melissa J. Markley, Lenita M. Davis. 2009

161 citations recorded by the source corpus.

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I love you, but you let me down! How hate and retaliation damage customer-brand relationship (2022, unknown): “…part, past scholarship has revealed that negative experiences cause customers to develop a feeling of wanting to punish the brand in some way (Funches et al., 2009), indicating that brand retaliation is a likely outcome of the negative feeling harboured by customers (Gr ´ egoire et al.,…”
When Hostile Consumers Wreak Havoc on Your Brand: The Phenomenon of Consumer Brand Sabotage (2016, methodology): “Customer retaliation is a second construct that occurs when a customer feels he/she has been wronged by the company or brand and works to get even (Funches, Markley, and Davis 2009).”
Sharing as a form of anti‐consumption? An examination of toy library users (2010, background): “…and Newholm, 2002), voluntary simplification (CraigLees and Hill, 2002; Huneke, 2005), ad busters (Rumbo, 2002), brand rejection (Sandikci and Ekici, 2009), consumer resistance (Fournier, 1998; Penaloza and Price, 2003), consumer rebellion (Dobscha, 1998) and retaliating (Funches et al., 2009).”