The determinants of approval of online consumer revenge

Gisèle de Campos Ribeiro, Raphaëlle Butori and Emmanuelle Le Nagard

Journal of Business Research, 2018, vol. 88, issue C, 212-221

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.

Keywords: Consumer revenge; Dissatisfaction; Online word of mouth; Situational empathy; Vindictive message; Attribution of blame (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (6)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:88:y:2018:i:c:p:212-221

DOI: 10.1016/j.jbusres.2018.03.024

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