Why Do People Initiate an Online Firestorm? The Role of Sadness, Anger, and Dislike

Delgado‐Ballester, Elena; López‐López, Inés; Bernal-Palazón, Alicia

doi:10.1080/10864415.2021.1943173

Cited by 21 publications

(15 citation statements)

References 75 publications

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“…The literature shows that various factors drive online firestorm participation, such as moral compass (Johnen et al , 2018), social recognition (e.g. Gruber et al , 2020; Johnen et al , 2018), emotions (Delgado-Ballester et al , 2021), and structural ties and linguistic style (Herhausen et al , 2019). In this context, outrage appraisal was found to be a significant predictor of consumer backlash (Delgado-Ballester et al , 2021).…”

Section: Discussionmentioning

confidence: 99%

“…Gruber et al , 2020; Johnen et al , 2018), emotions (Delgado-Ballester et al , 2021), and structural ties and linguistic style (Herhausen et al , 2019). In this context, outrage appraisal was found to be a significant predictor of consumer backlash (Delgado-Ballester et al , 2021). However, the applications of these findings to violations of social pricing norms is unclear.…”

Section: Discussionmentioning

confidence: 99%

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Algorithmic pricing in hospitality and tourism: call for research on ethics, consumer backlash and CSR

Rest

Sears

Kuokkanen

et al. 2022

JHTI

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PurposeThis viewpoint paper calls for research on the social impact that comes with implementing algorithmic pricing in hospitality and tourism, in particular online price discrimination. It seeks to broaden the literature on consumer backlash and corporate social responsibility (CSR) to include algorithmic pricing.Design/methodology/approachAs algorithmic pricing will become increasingly important in hospitality and tourism, the authors argue that scholarly attention should be directed to two topics.FindingsFirst, there is a need for research on how algorithmic pricing triggers consumer backlash and online firestorms, and how these can be detected, prevented, and mitigated. Second, the authors need to increase our understanding of how deception, misconduct, dishonesty, and injustice in algorithmic pricing impact CSR performance, especially when differential pricing is enticed by deceptive yet legal algorithmic applications of indirect behavioral “self-selection” mechanisms.Social implicationsAlgorithmic price discrimination has been criticized for its potential to harm consumers, and doubt is cast upon the current ability of legal frameworks to set minimum standards of behavior.Originality/valueAlgorithmic pricing includes a variety of computerized pricing applications aimed at increasing revenue and minimizing opportunity costs. With early use by airlines decades ago its diffusion has gradually extended to other sectors including hospitality and tourism. While algorithms are expected to increasingly impact pricing decisions, little research can be found on the topic, with the exception of a vigorous debate in the policy literature on its ethical implications and regulatory needs.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Algorithmic pricing in hospitality and tourism: call for research on ethics, consumer backlash and CSR

Rest

Sears

Kuokkanen

et al. 2022

JHTI

View full text Add to dashboard Cite

show abstract

“…Regardless of context, consumers can push extreme boundaries in pursuit of revenge (de Campos Ribeiro et al. , 2018; Delgado-Ballester et al. , 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

“…The first theoretical contribution of our paper suggests a better understanding of the concept of client revenge, a rather insufficiently examined topic in the banking sector. We focus on the essential concept of revenge to further investigate the concept of consumer revenge against brands (Romani et al, 2015;de Campos Ribeiro et al, 2018;Delgado-Ballester et al, 2021). A literature review facilitates the study of revenge by discussing several perspectives and pursuing a more thorough understanding of the customer revenge process at the emotional level, which is a typically neglected field in the related literature (Zourrig et al, 2009).…”

Section: Ijbm 407 1632mentioning

confidence: 99%

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Towards a better understanding of the concept of revenge against banks

Elhajjar

2022

IJBM

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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.

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Complaint Handling and Channel Selection in the Interactive Marketing Era

Palazón

López‐López

2023

The Palgrave Handbook of Interactive Marketing

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Why Do People Initiate an Online Firestorm? The Role of Sadness, Anger, and Dislike

Cited by 21 publications

References 75 publications

Algorithmic pricing in hospitality and tourism: call for research on ethics, consumer backlash and CSR

Algorithmic pricing in hospitality and tourism: call for research on ethics, consumer backlash and CSR

Towards a better understanding of the concept of revenge against banks

Complaint Handling and Channel Selection in the Interactive Marketing Era

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