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La vengeance du consommateur insatisfait sur Internet et l'effet sur les attitudes des autres consommateurs

  • Le Nagard, Emmanuelle
  • Passos, Gisèle
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    This doctoral research focuses on the phenomenon of dissatisfied consumers revenge on the Internet and the effect of this action on other consumers attitudes. Two qualitative studies and three experiments were performed. The results show that the dissatisfied consumer revenge on the Internet is widely approved and it adversely affects brand attitude. Individuals exposed to a revenge on the Web, show feelings of empathy and admiration for the avenger and his action. The good news for brands is that there are ways to counteract this effect.

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    File URL: http://basepub.dauphine.fr/xmlui/bitstream/123456789/11827/1/2013PA090006.pdf
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    This book is provided by Paris Dauphine University in its series Economics Thesis from University Paris Dauphine with number 123456789/11827 and published in 2013.
    Order: http://basepub.dauphine.fr/xmlui/handle/123456789/11827
    Handle: RePEc:dau:thesis:123456789/11827
    Note: dissertation
    Contact details of provider: Web page: http://www.dauphine.fr/en/welcome.html

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    1. repec:dau:papers:123456789/654 is not listed on IDEAS
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    18. Oliver, Richard L & DeSarbo, Wayne S, 1988. " Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Oxford University Press, vol. 14(4), pages 495-507, March.
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