IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v88y2018icp212-221.html
   My bibliography  Save this article

The determinants of approval of online consumer revenge

Author

Listed:
  • de Campos Ribeiro, Gisèle
  • Butori, Raphaëlle
  • Le Nagard, Emmanuelle

Abstract

Because of its audience and ease of use, the Internet is a particularly powerful tool for spreading the vindictive messages of highly unsatisfied customers who wish to harm companies' reputations.

Suggested Citation

  • de Campos Ribeiro, Gisèle & Butori, Raphaëlle & Le Nagard, Emmanuelle, 2018. "The determinants of approval of online consumer revenge," Journal of Business Research, Elsevier, vol. 88(C), pages 212-221.
    • Handle: RePEc:eee:jbrese:v:88:y:2018:i:c:p:212-221
    DOI: 10.1016/j.jbusres.2018.03.024
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296318301528
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2018.03.024?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. King, Robert Allen & Racherla, Pradeep & Bush, Victoria D., 2014. "What We Know and Don't Know About Online Word-of-Mouth: A Review and Synthesis of the Literature," Journal of Interactive Marketing, Elsevier, vol. 28(3), pages 167-183.
    2. Maertz Jr., Carl P. & Hassan, Ahmad & Magnusson, Peter, 2009. "When learning is not enough: A process model of expatriate adjustment as cultural cognitive dissonance reduction," Organizational Behavior and Human Decision Processes, Elsevier, vol. 108(1), pages 66-78, January.
    3. Tripp, Thomas M. & Bies, Robert J. & Aquino, Karl, 2002. "Poetic justice or petty jealousy? The aesthetics of revenge," Organizational Behavior and Human Decision Processes, Elsevier, vol. 89(1), pages 966-984, September.
    4. S. Umit Kucuk, 2016. "Exploring the Legality of Consumer Anti-branding Activities in the Digital Age," Journal of Business Ethics, Springer, vol. 139(1), pages 77-93, November.
    5. Funches, Venessa & Markley, Melissa & Davis, Lenita, 2009. "Reprisal, retribution and requital: Investigating customer retaliation," Journal of Business Research, Elsevier, vol. 62(2), pages 231-238, February.
    6. Krishnamurthy, Sandeep & Kucuk, S. Umit, 2009. "Anti-branding on the internet," Journal of Business Research, Elsevier, vol. 62(11), pages 1119-1126, November.
    7. A. Peter McGraw & Caleb Warren & Christina Kan, 2015. "Humorous Complaining," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 41(5), pages 1153-1171.
    8. Andreas Munzel & Werner H. Kunz, 2014. "Creators, multipliers, and lurkers: who contributes and who benefits at online review sites," Post-Print hal-02423582, HAL.
    9. Grégoire, Yany & Salle, Audrey & Tripp, Thomas M., 2015. "Managing social media crises with your customers: The good, the bad, and the ugly," Business Horizons, Elsevier, vol. 58(2), pages 173-182.
    10. James C. Ward & Amy L. Ostrom, 2006. "Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 33(2), pages 220-230, July.
    11. Mano, Haim & Oliver, Richard L, 1993. "Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 451-466, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Sharma, Isha & Jain, Kokil & Behl, Abhishek, 2020. "Effect of service transgressions on distant third-party customers: The role of moral identity and moral judgment," Journal of Business Research, Elsevier, vol. 121(C), pages 696-712.
    2. Fu, Xiaorong & Pang, Jing & Gursoy, Dogan, 2022. "Effects of online commercial friendships on customer revenge following a service failure," Journal of Business Research, Elsevier, vol. 153(C), pages 102-114.
    3. Giovanni Peira & Riccardo Beltramo & Maria Beatrice Pairotti & Alessandro Bonadonna, 2018. "Foodservice in a UNESCO Site: The Restaurateurs’ Perception on Communication and Promotion Tools," Sustainability, MDPI, vol. 10(8), pages 1-17, August.
    4. Akrout, Houcine & Mrad, Mona, 2023. "Measuring brand hate in a cross-cultural context: Emic and Etic scale development and validation," Journal of Business Research, Elsevier, vol. 154(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Curina, Ilaria & Francioni, Barbara & Hegner, Sabrina M. & Cioppi, Marco, 2020. "Brand hate and non-repurchase intention: A service context perspective in a cross-channel setting," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    2. Akrout, Houcine & Mrad, Mona, 2023. "Measuring brand hate in a cross-cultural context: Emic and Etic scale development and validation," Journal of Business Research, Elsevier, vol. 154(C).
    3. Steven Chen, 2023. "A counterinsurgent (COIN) framework to defend against consumer activists," Journal of Brand Management, Palgrave Macmillan, vol. 30(4), pages 275-301, July.
    4. Weitzl, Wolfgang J. & Einwiller, Sabine A., 2020. "Profiling (un-)committed online complainants: Their characteristics and post-webcare reactions," Journal of Business Research, Elsevier, vol. 117(C), pages 740-753.
    5. Tuzovic, Sven & Simpson, Merlin C. & Kuppelwieser, Volker G. & Finsterwalder, Jörg, 2014. "From ‘free’ to fee: Acceptability of airline ancillary fees and the effects on customer behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 98-107.
    6. Bacile, Todd J. & Wolter, Jeremy S. & Allen, Alexis M. & Xu, Pei, 2018. "The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery," Journal of Interactive Marketing, Elsevier, vol. 44(C), pages 60-81.
    7. Silvia Platania & Martina Morando & Giuseppe Santisi, 2020. "Psychometric Properties, Measurement Invariance, and Construct Validity of the Italian Version of the Brand Hate Short Scale (BHS)," Sustainability, MDPI, vol. 12(5), pages 1-13, March.
    8. Könsgen, Raoul & Schaarschmidt, Mario & Ivens, Stefan & Munzel, Andreas, 2018. "Finding Meaning in Contradiction on Employee Review Sites — Effects of Discrepant Online Reviews on Job Application Intentions," Journal of Interactive Marketing, Elsevier, vol. 43(C), pages 165-177.
    9. Silvia Platania & Kyle Maurice Woosnam & Manuel Alector Ribeiro, 2021. "Factors Predicting Individuals’ Behavioural Intentions for Choosing Cultural Tourism: A Structural Model," Sustainability, MDPI, vol. 13(18), pages 1-20, September.
    10. Jorge Costa & António Azevedo, 2023. "Beyond Brand Hate: Are You Willing to Forgive a Negative Experience with Your Smartphone Mobile Communications’ Brand?," Corporate Reputation Review, Palgrave Macmillan, vol. 26(2), pages 83-96, May.
    11. Obeidat, Zaid Mohammad & Xiao, Sarah Hong & Qasem, Zainah al & dweeri, Rami al & Obeidat, Ahmad, 2018. "Social media revenge: A typology of online consumer revenge," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 239-255.
    12. M. S. Balaji & Subhash Jha & Marla B. Royne, 2015. "Customer e-complaining behaviours using social media," The Service Industries Journal, Taylor & Francis Journals, vol. 35(11-12), pages 633-654, August.
    13. Douglas Bryson & Glyn Atwal & Peter Hultén & Klaus Heine, 2021. "Antecedents of Luxury Brand Hate : A Quantitative Study," Post-Print hal-03188197, HAL.
    14. Ana Babić Rosario & Kristine Valck & Francesca Sotgiu, 2020. "Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 422-448, May.
    15. Yany Grégoire & Renaud Legoux & Thomas M. Tripp & Marie-Louise Radanielina-Hita & Jeffrey Joireman & Jeffrey D. Rotman, 2019. "What Do Online Complainers Want? An Examination of the Justice Motivations and the Moral Implications of Vigilante and Reparation Schemas," Journal of Business Ethics, Springer, vol. 160(1), pages 167-188, November.
    16. Riquelme, Isabel P. & Román, Sergio & Cuestas, Pedro J. & Iacobucci, Dawn, 2019. "The Dark Side of Good Reputation and Loyalty in Online Retailing: When Trust Leads to Retaliation through Price Unfairness," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 35-52.
    17. Kim, Jong Min & Jun, Mina & Kim, Chung K., 2018. "The Effects of Culture on Consumers' Consumption and Generation of Online Reviews," Journal of Interactive Marketing, Elsevier, vol. 43(C), pages 134-150.
    18. Japutra, Arnold & Kumar Roy, Sanjit & Pham, Tram-Anh N., 2021. "Relating brand anxiety, brand hatred and obsess: Moderating role of age and brand affection," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    19. Yang, Chaofan & Sun, Yongqiang & Shen, Xiao-Liang, 2022. "Beyond anger: A neutralization perspective of customer revenge," Journal of Business Research, Elsevier, vol. 146(C), pages 363-374.
    20. Béal, Mathieu & Suri, Anshu & Nguyen, Nguyen & Grégoire, Yany & Sénécal, Sylvain, 2022. "Is service recovery of equal importance for private vs public complainers?," Journal of Business Research, Elsevier, vol. 153(C), pages 392-400.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:88:y:2018:i:c:p:212-221. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.