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Article
Publication date: 13 September 2011

Venessa Funches

The purpose of this paper is to explore consumer anger phenomena.

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Abstract

Purpose

The purpose of this paper is to explore consumer anger phenomena.

Design/methodology/approach

The research utilized the critical incident technique and three different samples to thoroughly explore the consumer anger phenomena.

Findings

The research identified three causes of consumer anger: broken promises, unfair treatment and expressed hostility, and detailed the effects of consumer anger beyond decisions to continue or terminate service provider relationships.

Research limitations/implications

Future research could examine the role switching barriers play in consumer anger episodes.

Practical implications

Angering consumers comes with an array of damaging consequences that extend beyond the decision to continue or terminate the service provider relationship. As a result, managers must realize that the absence of switching behavior does not necessarily constitute success.

Originality/value

This study extends previous research by using a grounded theory approach to uncover three broad causes of consumer anger. In addition, this study reveals consumer use of additional consequences (i.e. reducing patronage, changing locations, avoiding certain employees) in response to anger evoking encounters.

Details

Journal of Services Marketing, vol. 25 no. 6
Type: Research Article
ISSN: 0887-6045

Keywords

Content available
Article
Publication date: 22 February 2013

2

Abstract

Details

Journal of Services Marketing, vol. 27 no. 1
Type: Research Article
ISSN: 0887-6045

Article
Publication date: 3 June 2014

Shahnaz Nayebzadeh and Maryam Jalaly

– The purpose of this paper is to evaluate the nature of emotion, self-esteem and life satisfaction tendencies amongst Iranian Muslim consumers when making impulse purchases.

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Abstract

Purpose

The purpose of this paper is to evaluate the nature of emotion, self-esteem and life satisfaction tendencies amongst Iranian Muslim consumers when making impulse purchases.

Design/methodology/approach

Questionnaires were distributed amongst female Muslim participants at a shopping centre in Yazd, Iran – each of which were selected using cluster and random sampling methods. Data were analysed using descriptive statistics and structural equation modelling techniques, where LISREL software was used to measure the direct and indirect relationships between variables.

Findings

Within the sample, there was a direct causal relationship between impulse buying tendencies, impulse buying behaviour and purchasing. Second, there was a negative relationship between self-esteem and life-satisfaction within impulse buying tendencies. Finally, a positive relationship exists between emotion and impulse buying tendencies, which elicits impulse buying behaviour culminating in purchases. Emotion drives these consumers towards dissonance-reducing behaviour, which mediates low self-esteem and life satisfaction – through consumerism as a form of retail therapy. Some of the items purchased on impulse, that fulfilled this role, were hijabs (headscarves) and mantos (a type of tunic/shirt-dress/coat common in Iran).

Research limitations/implications

The hijab is worn by Muslim females across the globe. However, the manto is an item of clothing worn almost exclusively by Iranian females. Therefore, it is likely that Muslim females in different geographies may exhibit similar behavioural traits, but their consumption patterns would substitute this item with a different one, such as an abaya or jilbab, for example.

Originality/value

Whilst the notion of retail therapy is widely understood, the novel contribution of this study lies in highlighting that the purchase of clothing such as hijabs and mantos by Iranian Muslim females is not just driven by rational and emotional decision-making seeking to fulfil religious obligations. There are cases where these religious artefacts are used to raise feelings of self-esteem and life satisfaction within the same individuals.

Details

Journal of Islamic Marketing, vol. 5 no. 2
Type: Research Article
ISSN: 1759-0833

Keywords

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