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Customer Rage Episodes: Emotions, Expressions and Behaviors

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  1. Passos, Gisèle, 2013. "La vengeance du consommateur insatisfait sur Internet et l'effet sur les attitudes des autres consommateurs," Economics Thesis from University Paris Dauphine, Paris Dauphine University, number 123456789/11827 edited by Le Nagard, Emmanuelle.
  2. Haase, Janina & Wiedmann, Klaus-Peter & Labenz, Franziska, 2022. "Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands," Journal of Business Research, Elsevier, vol. 152(C), pages 1-16.
  3. RiHyun Shin & Jin-Woo Park & DongRyeol Choi, 2024. "Disruptive Passenger Behavior Impact on Overall Service Experience: An Appraisal Theory Perspective," Sustainability, MDPI, vol. 16(7), pages 1-18, March.
  4. Surachartkumtonkun, Jiraporn & Patterson, Paul G. & McColl-Kennedy, Janet R., 2013. "Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type," Journal of Retailing, Elsevier, vol. 89(1), pages 72-87.
  5. Pieper, Nadine & Woisetschläger, David M., 2024. "Customer misbehavior in access-based mobility services: An examination of prevention strategies," Journal of Business Research, Elsevier, vol. 171(C).
  6. 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.
  7. 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.
  8. 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.
  9. White, Allyn & Breazeale, Michael & Collier, Joel E., 2012. "The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies," Journal of Retailing, Elsevier, vol. 88(2), pages 250-261.
  10. Marília Lara Marcondes Machado de Oliveira & Andres Rodriguez Veloso, 2015. "Dysfunctional Consumer Behavior: Proposition of a Measurement Scale," Brazilian Business Review, Fucape Business School, vol. 0(2), pages 24-49, August.
  11. McColl-Kennedy, Janet R. & Danaher, Tracey S. & Gallan, Andrew S. & Orsingher, Chiara & Lervik-Olsen, Line & Verma, Rohit, 2017. "How do you feel today? Managing patient emotions during health care experiences to enhance well-being," Journal of Business Research, Elsevier, vol. 79(C), pages 247-259.
  12. Jin Ho Jung & Jay Jaewon Yoo, 2017. "Customer-to-customer interactions on customer citizenship behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 117-139, March.
  13. Ashley, Christy & Noble, Stephanie M., 2014. "It's Closing Time: Territorial Behaviors from Customers in Response to Front Line Employees," Journal of Retailing, Elsevier, vol. 90(1), pages 74-92.
  14. Adongo, Charles Atanga & Taale, Francis & Bukari, Shaibu & Suleman, Shafic & Amadu, Iddrisu, 2021. "Electricity theft whistleblowing feasibility in commercial accommodation facilities," Energy Policy, Elsevier, vol. 155(C).
  15. Haj-Salem, Narjes & Chebat, Jean-Charles, 2014. "The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge," Journal of Business Research, Elsevier, vol. 67(6), pages 1106-1113.
  16. Mansur Khamitov & Yany Grégoire & Anshu Suri, 2020. "A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 519-542, May.
  17. Daunt, Kate L. & Harris, Lloyd C., 2011. "Customers acting badly: Evidence from the hospitality industry," Journal of Business Research, Elsevier, vol. 64(10), pages 1034-1042, October.
  18. Cai, Han & Mardani, Abbas, 2023. "Research on the impact of consumer privacy and intelligent personalization technology on purchase resistance," Journal of Business Research, Elsevier, vol. 161(C).
  19. Chen, Ke & Chen, Jianxun & Zhan, Wu & Sharma, Piyush, 2020. "When in Rome! Complaint contagion effect in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 628-641.
  20. Yany Grégoire & Fateme Ghadami & Sandra Laporte & Sylvain Sénécal & Denis Larocque, 2018. "How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses," Journal of the Academy of Marketing Science, Springer, vol. 46(6), pages 1052-1071, November.
  21. Paolo Antonetti & Stan Maklan, 2016. "An Extended Model of Moral Outrage at Corporate Social Irresponsibility," Journal of Business Ethics, Springer, vol. 135(3), pages 429-444, May.
  22. Zsofia Kenesei & Krisztina Kolos, 2018. "The Role of Employee Aff ective Delivery and Customer Perceived Control in Service Recovery," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(1), pages 7-22.
  23. Laura Pascual‐Nebreda & Pablo Cabanelas‐Lorenzo & Alicia Blanco‐González, 2022. "Understanding dissatisfaction through evaluation theory," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(7), pages 3116-3129, October.
  24. Dorsey, Joshua D. & Ashley, Christy & Oliver, Jason D., 2016. "Triggers and outcomes of customer-to-customer aisle rage," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 67-77.
  25. Tombs, Alastair G. & McColl-Kennedy, Janet R., 2010. "Social and spatial influence of customers on other customers in the social-servicescape," Australasian marketing journal, Elsevier, vol. 18(3), pages 120-131.
  26. Yap, Kenneth B. & Soetarto, Budi & Sweeney, Jillian C., 2013. "The relationship between electronic word-of-mouth motivations and message characteristics: The sender’s perspective," Australasian marketing journal, Elsevier, vol. 21(1), pages 66-74.
  27. Caruelle, Delphine & Shams, Poja & Gustafsson, Anders & Lervik-Olsen, Line, 2024. "Emotional arousal in customer experience: A dynamic view," Journal of Business Research, Elsevier, vol. 170(C).
  28. Holmlund, Maria & Van Vaerenbergh, Yves & Ciuchita, Robert & Ravald, Annika & Sarantopoulos, Panagiotis & Ordenes, Francisco Villarroel & Zaki, Mohamed, 2020. "Customer experience management in the age of big data analytics: A strategic framework," Journal of Business Research, Elsevier, vol. 116(C), pages 356-365.
  29. Fanny Reniou & Aurélien Rouquet & Dilip Subramanian & Jean-Baptiste Suquet, 2017. "Réclamations « déviantes » des clients : quelles réponses pour les organisations ?," Post-Print hal-01630914, HAL.
  30. Mayr, Kathrin & Teller, Christoph, 2023. "Customer deviance in retailing: Managers’ emotional support and employees’ affective wellbeing," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  31. Fellesson, Markus & Salomonson, Nicklas, 2020. "It takes two to interact – Service orientation, negative emotions and customer phubbing in retail service work," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  32. Lee, Randy & Mai, Ke Michael & Qiu, Feng & Ilies, Remus & Tang, Pok Man, 2022. "Are you too happy to serve others? When and why positive affect makes customer mistreatment experience feel worse," Organizational Behavior and Human Decision Processes, Elsevier, vol. 172(C).
  33. Jiyoung Kim & Russell Lacey & Hae-Ryong Kim & Jaebeom Suh, 2019. "How CSR serves as a preventive mechanism for coping with dysfunctional customer behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 671-694, December.
  34. Yuan Lee & Insin Kim, 2019. "A value co-creation model in brand tribes: the effect of luxury cruise consumers’ power perception," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 129-152, March.
  35. McColl-Kennedy, Janet R. & Sparks, Beverley A. & Nguyen, Doan T., 2011. "Customer's angry voice: Targeting employees or the organization?," Journal of Business Research, Elsevier, vol. 64(7), pages 707-713, July.
  36. Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
  37. Ranaweera, Chatura & Jayawardhena, Chanaka, 2014. "Talk up or criticize? Customer responses to WOM about competitors during social interactions," Journal of Business Research, Elsevier, vol. 67(12), pages 2645-2656.
  38. Pierre Mostert & Tiaan Naude, 2022. "Exploring the Antecedents and Brand Avoidance as the Outcome, of Identity Incongruity," International Review of Management and Marketing, Econjournals, vol. 12(4), pages 10-18, July.
  39. Joireman, Jeff & Grégoire, Yany & Devezer, Berna & Tripp, Thomas M., 2013. "When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation," Journal of Retailing, Elsevier, vol. 89(3), pages 315-337.
  40. Fombelle, Paul W. & Voorhees, Clay M. & Jenkins, Mason R. & Sidaoui, Karim & Benoit, Sabine & Gruber, Thorsten & Gustafsson, Anders & Abosag, Ibrahim, 2020. "Customer deviance: A framework, prevention strategies, and opportunities for future research," Journal of Business Research, Elsevier, vol. 116(C), pages 387-400.
  41. Lages, Cristiana R. & Perez-Vega, Rodrigo & Kadić-Maglajlić, Selma & Borghei-Razavi, Niloofar, 2023. "A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework," Journal of Business Research, Elsevier, vol. 161(C).
  42. Voorhees, Clay M. & Fombelle, Paul W. & Gregoire, Yany & Bone, Sterling & Gustafsson, Anders & Sousa, Rui & Walkowiak, Travis, 2017. "Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens," Journal of Business Research, Elsevier, vol. 79(C), pages 269-280.
  43. Aldousari Abdullah A. & Elsayed Ismail M., 2018. "Factors differentiating between concentric and sprinkled multiple-patronage shoppers in Kuwait," Management & Marketing, Sciendo, vol. 13(1), pages 730-747, March.
  44. Snyder, Hannah & Witell, Lars & Gustafsson, Anders & McColl-Kennedy, Janet R., 2022. "Consumer lying behavior in service encounters," Journal of Business Research, Elsevier, vol. 141(C), pages 755-769.
  45. Liao, Shuling & Chou, Cindy Yunhsin & Lin, Tzu-Han, 2015. "Adverse behavioral and relational consequences of service innovation failure," Journal of Business Research, Elsevier, vol. 68(4), pages 834-839.
  46. Myles Landers, V. & Esmark Jones, Carol L. & Barney, Christian, 2024. "The social influence of employee groups: Understanding the impact of employee groups on customer intentions through intimidation," Journal of Business Research, Elsevier, vol. 170(C).
  47. Keeling, Kathleen A. & McGoldrick, Peter J. & Sadhu, Henna, 2013. "Staff Word-of-Mouth (SWOM) and retail employee recruitment," Journal of Retailing, Elsevier, vol. 89(1), pages 88-104.
  48. Greer, Dominique A. & Russell-Bennett, Rebekah & Tombs, Alastair & Drennan, Judy, 2014. "Just what the doctor ordered? Investigating the impact of health service quality on consumer misbehaviour," Australasian marketing journal, Elsevier, vol. 22(3), pages 257-267.
  49. Brown, James R. & Dant, Rajiv P., 2009. "The Theoretical Domains of Retailing Research: A Retrospective," Journal of Retailing, Elsevier, vol. 85(2), pages 113-128.
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