...Mihir Kumar Kushwah; Himanshu Shekhar Srivastava Purpose This study aims to examine how externally attributed service failures lead to customer incivility intention through the mediating role of anger and explores customer mindfulness as a moderating factor. Design/methodology/approach Three...

... of anger and negative cognition. Thomas Freudenreich can be contacted at: thomas.freudenreich@wu.ac.at 05 02 2024 24 06 2024 20 09 2024 26 09 2024 The reactance theory provides an explanation for why message assertiveness causes negative responses. It is argued...

.... Originality/value This paper offers a novel conceptual framework to explain the moderating effects of OM on the relationship between revenge predictors and revenge behavior. This study extends the application of SDT to the context of customer anger and revenge. Nasser Shahrasbi can be contacted...

... apologize for the harm (eliciting sympathy/encouraging repurchase); or (2) a lawyer inviting them to seek damages for the harm (eliciting anger/discouraging repurchase). This paper frames the messages from the CEO/lawyer such that they fit either with a promotion mindset or with a prevention mindset...