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Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes

Year: 2017

Type: article

Abstract: ABSTRACT Given the pervasive spread and use of the Internet and social media, consumer use of these new forums for expressing their revenge intentions has also increased. This research examines the impacts of service outcome and service process failures on consumer online revenge intentions. Using insights from cognitive appraisal theory, a comprehensive model is developed and tested to examine the impacts of service failure types on consumers’ primary and secondary appraisal processes that lead to online revenge intentions. The model was tested in the United Kingdom and Jordan. Results show that for the two countries, different service failure types lead to different cognitive appraisal processes, and to intentions to use different online revenge platforms.

Source: Psychology and Marketing

DOI: 10.1002/mar.21002

Authors: Zaid Mohammad Ibrahim Obeidat, Sarah Hong Xiao, Gopalkrishnan R. Iyer, Michael Nicholson

Institutions: University of Jordan, Durham University, Florida Atlantic University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2591633892

FWCI: 19.08

Cites: 73

Cited by: 153

Related to: 10