Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes
Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes
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DOI：
10.1002/mar.21002
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发表时间：
2017-04
影响因子：
6.7
通讯作者：
Z. Obeidat;S. Xiao;G. Iyer;Michael G. Nicholson
中科院分区：
文献类型：
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作者：
Z. Obeidat;S. Xiao;G. Iyer;Michael G. Nicholson
鉴于互联网和社交媒体的广泛传播和使用，消费者使用这些新论坛来表达他们的报复意图也有所增加。本研究探讨服务结果和服务过程失败对消费者网上报复意图的影响。利用认知评价理论的见解，开发并测试了一个综合模型，以检查服务失败类型对消费者初级和次级评价过程的影响，从而导致在线报复意图。该模型在英国和约旦进行了测试。结果表明，对于两个国家来说，不同的服务失败类型导致不同的认知评估过程，并且使用不同的网络报复平台的意图。
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.