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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.

Obeidat, Z.M.I. and Xiao, Sarah and Iyer, G.R. and Nicholson, M. (2017) 'Consumer revenge using the Internet and social media : an examination of the role of service failure types and cognitive appraisal processes.', Psychology & marketing., 34 (4). pp. 496-515.

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.

Item Type:Article
Full text:Publisher-imposed embargo until 09 March 2019.
(AM) Accepted Manuscript
First Live Deposit - 19 December 2016
File format - PDF
(935Kb)
Status:Peer-reviewed
Publisher Web site:https://doi.org/10.1002/mar.21002
Publisher statement:This is the accepted version of the following article: Obeidat, Z.M.I., Xiao, Sarah, Iyer, G.R. & Nicholson, M. (2017). Consumer revenge using the Internet and social media: an examination of the role of service failure types and cognitive appraisal processes. Psychology & Marketing 34(4): 496-515, which has been published in final form at https://doi.org/10.1002/mar.21002. This article may be used for non-commercial purposes in accordance With Wiley Terms and Conditions for self-archiving.
Record Created:19 Dec 2016 16:29
Last Modified:24 May 2017 14:26

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