... explanations of the outcomes of animosity. Only in some causal configurations reduced quality evaluations explain product avoidance and NWOM, while in others negative behaviors co-exist with positive quality perceptions. Moreover, negative emotions’ role varies across forms of animosity. While anger is often...

...Amin Nazifi; Dahlia El-Manstrly; Katja Gelbrich Purpose This study aims to examine the effects of organizational tactics (e.g. explanation and monetary compensation) on customers’ reactions to service termination. The mediating role of anger and the moderating role of termination strategy...

... 04 2017 13 06 2017 Responsibility Anger Severity Customer misbehavior Employee effort Customers who violate generally accepted norms and negatively disrupt service encounters (Fullerton and Punj, 1993 ; Harris and Reynolds, 2003) are prevalent in today’s service context...

.../methodology/approach Four experiments and one survey study test hypotheses regarding how O-regret and S-regret influence NWOM through mediating mechanism of anger and sadness and how the impact of regret on NWOM is moderated by boundary conditions. Findings The results show that consumers who experience...

... process accountability, differences in choice across emotion conditions are attenuated. As predicted, differences between anger and fear on the certainty appraisal and thereby information processing, mediate the effects of emotion on choice deferral in the outcome (but not process) condition...

... a fictitious case of corporate irresponsibility, and through a test of reactions to real online campaigns. Findings Compassion is one of the drivers of consumers’ anger at the culprit, playing an indirect role in decisions to retaliate against perpetrators. Four key drivers of compassion are identified...

...Paolo Antonetti Purpose The paper aims to propose a new conceptualisation of consumer anger directed against a company. Design/methodology/approach In this paper, an integrative review of the literature on anger in marketing has been conducted. Findings Anger at the firm is experienced...

... factors related to a buyer's cognitive (causal attributions) and emotional (anger) processes triggered by NCI as well as organizational forces (trust and dependence) related to more stable characteristics of the interfirm relationship. Originality/value – Compared with existing contributions...