Beyond anger: A neutralization perspective of customer revenge
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DOI: 10.1016/j.jbusres.2022.03.076
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Cited by:
- Farhan Ahmed & DaPeng Liang & Muhammad Ibrahim Abdullah & Muddassar Sarfraz & Zeeshan Saeed, 2022. "The impact of perceived customer discrimination on negative word-of-mouth: the mediating role of customer embarrassment," Future Business Journal, Springer, vol. 8(1), pages 1-11, December.
- Le, Hoang Tran Phuoc Mai & Park, Jungkun, 2024. "Drives of in-store revenge consumption in the post-pandemic: A study in China," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
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Keywords
Customer revenge; Service failure; Dissatisfaction; Anger; Neutralization techniques;All these keywords.
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