Towards a better understanding of the concept of revenge against banks

Abstract

PurposeThe purpose of this research is to investigate the concept of revenge against banks.Design/methodology/approachStructural equation modeling was used to test hypotheses based on collected survey data. A total of 625 questionnaires were collected from Lebanese customers.FindingsResearch findings identify multiple antecedents to consumers' desire for revenge against banks by encapsulating the cognitive, emotional, social, and personal patterns that influence the desire for revenge. The author found that the desire for revenge fuels direct behavioral reactions towards bank.Practical implicationsConsumer revenge remains underdeveloped in marketing research. This study provides managerial recommendations to assist bank response strategies in managing consumer revenge behaviors.Originality/valueThis study is one of very few that explores the concept of revenge against financial institutions, specifically by connecting the literature to the discovery of cognitive, affective, and social factors. This paper contributes to the existing body of knowledge by highlighting the role of personality traits in consumer revenge. This study’s research implications are built on unique findings in a developing country, while most extensive studies that boost negative public attitudes toward the banking industry are established in developed countries.

Punitive switching costs and behavioral responses in the context of contractual services

“…Consistent dissatisfaction with a service provider can result in customers developing resentment or anger towards the provider over time (Barclay et al , 2005; Bunker and Ball, 2008). Additionally, when customers are unable to withdraw from the current service relationship due to their contractual obligations, they may perceive themselves as victims (Elhajjar, 2022; Yang et al , 2022). This elicits NEs, which in turn increase the likelihood of negative responses such as NWOM, relationship termination or revenge against the service provider (Biraglia et al , 2021; Tan et al , 2021; Yin et al , 2022).…”

The buffering role of collective mindfulness in customer incivility and service sabotage: a multilevel study of Indian banks

“…However, such services have increased customers' unwarranted expectations (Christ-Brendem€ uhl and Schaarschmidt, 2019;Kaila, 2021;Sliter and Jones, 2016), resulting in increased demand and customisation (Itani et al, 2020;Vera and Trujillo, 2013). Unfortunately, FLEs struggle to meet these heightened expectations (Le et al, 2022), which must be met as efficiently as with technology (Christ-Brendem€ uhl and Schaarschmidt, 2020; Marinova et al, 2017;Elhajjar, 2022). Consequently, retail banks face endemic challenges related to customer incivility (Choudhury, 2014;Lata and Chaudhary, 2021;Yu et al, 2020), referred to as a covert mistreatment of customers that appears subtle yet possesses an ambiguous intention to harm employees.…”

“…However, there is a noticeable gap in the literature concerning the pathways between customer incivility and service sabotage via psychological well-being in the retail banking sector. This gap becomes even more critical when a sector faces structural and technological challenges (Elhajjar, 2022). Moreover, the literature on the pathways between customer incivility and service sabotage has been inconsistent, reporting both direct (Bani-Melhem, 2020;Bedi and Schat, 2017;Harris and Ogbonna, 2013;Sliter et al, 2012) and indirect effects (Cheng et al, 2020;Hwang et al, 2022;Kim et al, 2012;Pradhan, 2022;Shao and Skarlicki, 2014;Tan et al, 2020).…”

“…, 2022), which must be met as efficiently as with technology (Christ-Brendemühl and Schaarschmidt, 2020; Marinova et al. , 2017; Elhajjar, 2022). Consequently, retail banks face endemic challenges related to customer incivility (Choudhury, 2014; Lata and Chaudhary, 2021; Yu et al.…”

The reflection of desire for revenge and revenge fantasies in drawings and narratives of sexually abused children

“…Zourrig et al (2009) argue that these concepts are a form of coping behaviour that is moderated by cultural formations on the continuum from allocentric (collective) to idiocentric (individualistic) values. ElHajjar (2022) argues that preexisting cognitive, emotional, social and personal patterns influence the desire for revenge, influencing individuals' behaviours towards the source of perceived injustice. However, the concept of revenge seems to be missing in the major therapeutic interventions used for CSA survivors, including those based on positive psychology theoretical model principles.…”