Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services

Bougie, Roger; Pieters, Rik; Zeelenberg, Marcel

doi:10.1177/0092070303254412

Cited by 722 publications

(770 citation statements)

References 57 publications

Supporting

Mentioning

712

Contrasting

Unclassified

Order By: Relevance

“…was measured with a three item Likert scale: "I intend to switch to a competitor in the future", "I would favor the offerings of other telecom providers before my current telecom provider in the future" and "I will consider to switch telecom providers soon" (Bougie, et al, 2003;Harris & Goode, 2004;R. A. Ping, 1993).…”

Section: Methodsmentioning

confidence: 99%

“…Next to sharing positive experiences and distributing recommendations for particular products, more and more consumers use the online medium to distribute unfavorable experiences. This so-called negative online word-of-mouth (negative O-WOM) consists of disclosed individual negative experiences and opinions about goods, services and organizations that have been formed during the post-consumption process (Bougie, Pieters, & Zeelenberg, 2003;Lee & Song, 2010). It is suggested that individuals are more honest in sharing their negative experiences online because the anonymity of a person on the Internet prevents them from facing any social consequences (Joinson, 2001;Yun & Park, 2011).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

177

125

View full text Add to dashboard Cite

The influence of negative online word-of-mouth on the behavior of those receiving it has been addressed extensively in the academic literature. Remarkably, the question whether negative online word-of-mouth should also be seen as a behavioral indicator of its sender remains unaddressed. Answering this question is relevant as it provides companies with insight into the need to engage in interaction with those who negatively express themselves online or whether these expressions should be seen as temporary emotional releases without any future conduct. To fill the existing research gap, this research paper proposes and empirically tests a sender-oriented model, investigating the influence of emotions, negative online word-of-mouth on repatronage and switching behavior. As disclosing negative feedback online may also reflect the sender's motivation to inform the consumer community or to provide constructive feedback to the company responsible for the dissatisfying consumption, community usefulness and company usefulness are included as behavioral moderators. The results of an empirical survey conducted amongst real senders of negative information confirm that negative online word-of-mouth is directly driven by positive and negative emotions and is strongly predictive for the sender's future conduct. The motivation to help other consumers was demonstrated to function as behavioral moderator. The paper concludes with theoretical and managerial implications, and suggests avenues for further research.

show abstract

Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

177

125

View full text Add to dashboard Cite

show abstract

“…Além de ignorar as disputas históricas entre o departamento de Marketing e a alta hierarquia, que foram ressaltadas pelo âmbito da estratégia de marketing (Boxer e Wensley, 1986;Day e Wensley, 1983;Driver e Foxall, 1986), o conceito de OPM reforça e amplia as ideologias de mercado livre, empresa livre e consumidores livres construídas na Guerra Fria.…”

Section: Uma Análise Do Conceito De Opm No Contexto Da Globalizaçãounclassified

“…Isso explica o crescente interesse de pesquisadores por insatisfação do consumidor (Bougie et al, 2003;Chauvel, 2000) e por abordagens críticas extremas em marketing (veja Burton, 2001). Esses interesses recentes ecoam questionamentos históricos sobre a relevância da área e do poder efetivo do marketing para e na grande empresa e na sociedade (Hunt e Lambe, 2000;Varadarajan e Jayachandran, 1999;Brownlie et al, 1999).…”

Section: Introductionunclassified

Em busca de uma agenda brasileira de pesquisa em estratégia de marketing

Faria¹

2006

Rev. adm. empres.

View full text Add to dashboard Cite

RESUMOHá duas questões históricas no Marketing ainda não resolvidas: o seu poder nas estratégias das grandes empresas e a relevância da disciplina. Essas questões ganharam destaque no contexto da globalização, especialmente em países tidos como menos desenvolvidos, devido à ampliação de assimetrias no mercado e na academia. O artigo sugere que o poder reduzido do marketing na grande empresa era questão central em pesquisa no âmbito de estratégia de marketing nos anos 1980 e que o conceito de orientação para o mercado enfraqueceu o interesse por esse âmbito a partir dos anos 1990. O autor argumenta que a superação desse problema requer não somente a aversão à academia dominante, mas também a compreensão de interesses e mecanismos sócio-históricos que moldam a área nos Estados Unidos. Ao fi nal, discute-se por que desenvolver uma agenda brasileira de pesquisa em estratégia de marketing e sugere-se um guia para a constituição dessa agenda. Alexandre Faria FGV-EBAPEABSTRACT There are two historical issues in marketing that have not been sorted out: the power of marketing in the strategies of big companies, and the relevance of the discipline. These issues became more important in the globalization era because of the enhancement of asymmetries within the market and the academy. The article shows that the low power of marketing within the big company was a central topic for research in the domain of marketing strategy and that the concept of market orientation weakened the interest on this domain as from the early 1990s. The author argues that in order to overcome this problem it is necessary not just going against the dominant academy, but also understanding sociohistorical interests and mechanisms that shape the area in the U.S. In the end the article provides suggestions for the development of a Brazilian research agenda on marketing strategy.PALAVRAS-CHAVE Estratégia de marketing, orientação para o mercado, história do marketing, sociologia do conhecimento, estudos críticos em gestão.

show abstract

“…When customers face a problem they may respond by exiting (Zswitching to another provider), loyalty (Zstaying with the supplier anticipating that 'things will get better') or voicing (Zcomplaining to the firm or word-of-mouth to third-parties) (Levesque & McDougall, 1996;Tax, Brown, & Chandrashekaran, 1998). Unfortunately, it is only the tip of the iceberg that complains to the company (Stephens & Gwinner, 1998) since dissatisfied customers tend to remain passive when experiencing a problem (Bougie, Pieters, & Zeelenberg, 2003).…”

Section: Introductionmentioning

confidence: 99%

Investigating the post-complaint period by means of survival analysis

Larivière

Poel

2005

Expert Systems with Applications

View full text Add to dashboard Cite

Firms increasingly view each contact with their customers as an opportunity that needs to be managed. The primary purpose of this article is to gain a better understanding of the customers' post-complaint period. Specific focus is placed on the impact of effective complaint handling on actual customer behavior throughout the time, whereas previous research has mainly focused on time-invariant or intentional measures. Survival analysis techniques are used to investigate the longitudinal behavior of complainants after their problem recovery. The proportionality assumption is tested for each explanatory variable under investigation. In addition, the impact for each variable is estimated by means of survival forests. Survival forests enable us to explore the evolution over time of the effects of the covariates under investigation. As such, the impact of each explanatory variable is allowed to change when the experiment evolves over time, in contrast to 'proportional' models that restrict these estimates to be stationary. Our research is performed in the context of a financial services provider and analyses the post-complaint periods of 2326 customers. Our findings indicate that (i) it is interesting to consider complainants since they represent a typical and rather active customer segment, (ii) furthermore, it is beneficiary to invest in complaint handling, since these investments are likely to influence customers' future behavior and (iii) survival forests are a helpful tool to investigate the impact of complaint handling on future customer behavior, since its components provide evidence of changing effects over time. q

show abstract

Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services

Cited by 722 publications

References 57 publications

Negative online word-of-mouth: Behavioral indicator or emotional release?

Negative online word-of-mouth: Behavioral indicator or emotional release?

Em busca de uma agenda brasileira de pesquisa em estratégia de marketing

Investigating the post-complaint period by means of survival analysis

Contact Info

Product

Resources

About