Search results

This study aims to explore and empirically examine an integrative model of the customer revenge process by linking two well-established theories of self-determination theory (SDT) and appraisal theory.

A survey of 901 respondents, followed by a post-hoc survey of 712 individuals, was conducted to examine the autonomous versus controlled orientations for revenge motivation.

The results show that customers’ orientation of motivation (OM) can regulate their revenge behavior (direct versus indirect) in case of service failures. Specifically, the interaction of OM components (i.e. autonomy, relatedness and competence) can play a significant role in the relationship between revenge predictors and revenge behavior. Implications for research and practice are discussed.

This paper offers a novel conceptual framework to explain the moderating effects of OM on the relationship between revenge predictors and revenge behavior. This study extends the application of SDT to the context of customer anger and revenge.

The purpose of this research is to investigate the concept of revenge against banks.

Structural equation modeling was used to test hypotheses based on collected survey data. A total of 625 questionnaires were collected from Lebanese customers.

Research findings identify multiple antecedents to consumers' desire for revenge against banks by encapsulating the cognitive, emotional, social, and personal patterns that influence the desire for revenge. The author found that the desire for revenge fuels direct behavioral reactions towards bank.

Consumer revenge remains underdeveloped in marketing research. This study provides managerial recommendations to assist bank response strategies in managing consumer revenge behaviors.

This study is one of very few that explores the concept of revenge against financial institutions, specifically by connecting the literature to the discovery of cognitive, affective, and social factors. This paper contributes to the existing body of knowledge by highlighting the role of personality traits in consumer revenge. This study’s research implications are built on unique findings in a developing country, while most extensive studies that boost negative public attitudes toward the banking industry are established in developed countries.

This paper aims to explore the impact of corporate social responsibility and hypocrisy on the relationship among psychological contract violation, trust and perceived betrayal.

This study used purposive sampling and selected students in Taiwan as the research participants. The theory of psychological contract violation and consumer awareness process in violation hypocrisy on psychological contract violation were used to investigate the effect of its impact on trust and perceived betrayal. Then, the moderating effect of social responsibility and hypocritical on trust, and the mediating effect of trust between psychological contract violation and perceived betrayal were analyzed.

The results indicated that hypocrisy had a significant and negative impact on psychological contract violation toward trust; hypocrisy had a significantly positive impact on psychological contract violation toward perceived betrayal; trust had a significantly negative impact on perceived betrayal; perceived betrayal had a significantly positive impact on both direct and indirect revenges; trust had a mediating effect between hypocrisy toward psychological contract violation and perceived betrayal; and higher hypocrisy would produce a stronger effect through trust on the relationships between hypocrisy toward psychological contract violation and perceived betrayal.

Perception of consumers would differ whenever there were failures of service recovery occurred; especially, stronger betrayal feeling would be perceived with the companies who emphasized social responsibility and did not carry out what they should do. Research results could be references for companies whom advertising and praising social responsibility.

The purpose of this study is to distinguish those emotions which customers express verbally during a failed remote service encounter from those which they do not. The study further attempts to investigate the post-consumption customer behaviour of verbally expressed and unexpressed negative customer emotions.

The authors used a survey-based research design. The hypotheses were tested through the “partial least squared structural equation modelling” method.

This study shows that in a failed remote service encounter, customers verbally express retaliatory rage emotions, such as anger and rage. At the same time, they are able to suppress rancorous rage emotions, such as disgust and contempt and do not express them verbally. The authors demonstrate that after emotions are verbally expressed during a failed remote service encounter, they are followed by the post-consumption behaviours of negative word of mouth and revenge; when emotions are not expressed verbally during a failed service encounter, they are followed up by exit behaviour.

The effects of variables, such as switching costs and individual and situational factors, can be investigated in the model. Future studies can also explore the role of organizational interventions, such as explanation and apology, on negative customer emotions during failed remote service encounters. Their moderating impact on customer behaviour during and after the encounters can be investigated.

This study has much practical relevance in the post-COVID-19 world, where remote service delivery is becoming the new normal in many sectors. In remote service delivery situations, verbally unexpressed negative emotions can remain undetected; however, they have negative consequences for firms. This study underscores the need to train frontline employees to notice these unexpressed emotions so that service recoveries can be initiated.

This paper contributes to the area of dysfunctional customer behaviour and service recovery. The existing literature has not explored whether some negative emotions are expressed during a failed service encounter and then acted upon later, and some emotions are not expressed but acted upon later. This study addresses the problem of firms getting caught unawares when they find customers resorting to undesirable post-consumption behaviour without demonstrating any verbal expressions during the preceding failed service encounters.

The purpose of this paper is to explore the impact of presidential tweeting about corporations on publics’ perceptions of and behavioral intentions toward those corporations. Specifically, the authors examined publics’ intentions to boycott or buycott (Friedman, 1996) Nordstrom, four months after President Trump’s tweet denouncing the company’s decision to discontinue his daughter’s clothing line.

An online survey was conducted among 517 American citizens using Qualtrics panels in June 2017. Respondents were compensated for their participation.

The authors found strong associations between perceived moral inequity and boycott intentions, and perceived business/economic nature of corporate action and buycott intentions. Furthermore, demographic characteristics associated with both types of perceptions were also examined. Younger, more educated respondents tended to accept Nordstrom’s actions as being routine business decisions, whereas conservative participants saw Nordstrom’s actions as being morally iniquitous.

This study is one of the first to explore the impact of presidential tweeting, albeit indirectly, on publics’ perceptions and intentions toward corporations who form the subjects of said tweets. Practitioners may utilize these findings to provide guidance to corporations who may be at the receiving end of presidential tweeting.

This study aims to identify and elucidate on the different forms and antecedents of customer misbehaviour in the service industry of the emerging country particularly India.

This study adopts a bibliometric analysis approach using bibliophagy software and thematic analysis to reveal four themes: “forms of customer misbehaviour”; “antecedents of such misbehaviour”; “changes in the personal and work behaviour of employees and management”; and “measures to reduce customer misbehaviour”. These are combined and interrelated to extant theories and empirical data to ultimately produce a comprehensive model on the subject.

This study finds the antecedents and analyses different forms of customer misbehaviour from Asian customer perspectives. A thematic output is provided which policymakers and other researchers can use to develop various policies and which other related research could use as inputs in the area or consumer behaviour and emerging countries.

This study contributes to the field of behavioural studies, especially in the Asian context. Policymakers and future researchers can use these findings to understand different customer-related issues from Asian customer perspective. However, the focus on the Indian consumer market as an emerging country in Asia limits the applicability and generalizability of the study for all emerging countries.

The originality and value of this study is related to its pioneering use of bibliometric and thematic analysis from the Asian service context. The value of such research work is associated with both scholarly and executive implications. Regarding the latter, this study examines the myopic nature of uncivil behaviour and helps service firms to understand and manage its different forms, conclusively also providing practicable executive directions on the problem.

Based on revenge theory and the three objectives of social interaction theory of aggression, the purpose of this paper is to develop a framework to answer why and when a subordinate’s own behaviour instigates abuse at the workplace. In particular, the authors argue that subordinate gossip behaviour instils in supervisors a thought of revenge towards that subordinate, which, in turn, leads to abusive supervision. Specifically, this hypothesised relationship is augmented when the supervisor feels close to the gossiper (i.e. psychological proximity).

The authors conducted two independent studies to test the moderated mediation model, which collectively investigate why and when subordinate gossip behaviour provokes abusive supervision in the workplace. A lagged study (i.e. Study 1: 422 supervisors and subordinates) in a large retail company and an experience sampling study (i.e. Study 2: 96 supervisors and subordinates with 480 daily surveys) in multiple organisations provide support for the moderated mediation model.

The two-study (i.e. a lagged study and an experience sampling study) findings support the integrated model, which has mainly focussed on instrumental consideration of abusive supervision that influences the supervisor–subordinate relationship.

The two-study investigation has important and meaningful implications for abusive supervision research because it determines that subordinate gossip behaviour is more threating to a supervisor when the subordinate and the supervisor are psychological close to each other than when they are not. That is because when they are close, the supervisor is not expecting gossip behaviour from the subordinate, thus giving rise to an abusive workplace.

This paper aims to investigate the influence of religiosity on the relationship between abusive supervision and deviant work behavior (DWB). This paper examines whether the desire for revenge mediates the relationship between abusive supervision and DWB and whether the strength of this relationship is moderated by religiosity.

The proposed relationships were examined by collecting primary data from 350 employees using multistage sampling procedures. Hayes’ Process Macro was used to analyze the proposed moderated-mediation model of abusive supervision, DWB, religiosity and desire for revenge.

The analytical findings indicate that an employee’s desire for revenge mediates the relationship between abusive supervision and DWB. However, religiosity moderates the indirect effect of abusive supervision (mediated by the desire for revenge) on DWB.

To the best of the authors’ knowledge, this is the first study that explores the role of individual-level religiosity in mitigating the harmful effects of abusive supervision on deviant behavior and revenge in the workplace.

This study aims to contribute novel insights into understanding and mitigating the harmful consequences of abusive supervision (AS) by examining the association between AS experiences, revenge, forgiveness, and the moderating role of emotional intelligence (EI). The key argument is that employees' EI can influence the AS experience through affective processes, countering supervisors' abusive behaviors.

A between-person scenario-based experiment was conducted with 366 participants divided into AS and control groups. The study explored the association between AS experience and revenge/forgiveness, mediated by core affect (valence and activation). EI abilities were measured as a moderator. Data analysis examined the relationships and interactions among AS, revenge/forgiveness, EI, and affective experiences.

The study reveals significant findings indicating that AS experiences were positively associated with revenge and negatively associated with forgiveness. The mediation analysis confirmed the role of core affect in these relationships. EI emerged as a moderator, shaping the association between AS experiences and revenge/forgiveness. Importantly, participants with higher EI exhibited lower revenge intentions, demonstrating the potential of EI to mitigate the adverse effects of AS. Unexpectedly, individuals with high EI also expressed fewer forgiveness intentions.

This study provides a comprehensive understanding of how employees can effectively counterbalance the impact of AS through higher levels of strategic EI. Examining core affect as a mediator offers novel insights into coping mechanisms in response to AS experiences and their consequences.

The study acknowledges several limitations, as the scenarios may only partially capture the complexities of real-life AS situations. The focus on a specific context and the sample characteristics limit the generalizability of the findings. Future research should explore diverse organizational contexts and employ longitudinal designs.

The findings have practical implications for organizations as enhancing employees' EI skills through training programs interventions and integrating EI into organizational culture and leadership conduct.

This study aims to identify the impact that Machiavellianism, narcissism and psychopathy tendencies have on avoidance and revenge-seeking after a service failure. The research examines the role that negative affect and desire for revenge play in aggressive behaviors by consumers.

The study uses a survey research methodology. The measurement model is validated using CFA, and hypotheses are tested using structural equation modeling. The mediated and serially mediated relationships are calculated using the bootstrap method by creating estimands to test the effects.

Machiavellianism is less likely to drive avoidance and negative affect, reducing desire for revenge, negative word of mouth and vindictive complaining. Those with narcissism tendencies are likely to develop a negative affect and a corresponding desire for revenge after the failure only if negative affect is developed. Consumers who exhibit psychopathy tendencies are likely to seek out revenge directly.

Each Dark Triad tendency influences consumer avoidance and revenge-seeking in different ways when a consumer’s goals are impeded. Companies can focus on service recoveries differently based on the types of tendencies of consumers engaging in avoidance and revenge-seeking.

The individual paths from Machiavellianism, narcissism and psychopathy tendencies to avoidance and revenge-seeking are developed and analyzed. Further distinctions between each Dark Triad tendency aids service providers in addressing and preparing for these consumer behaviors.