...Tyler Hancock; Stacie F. Waites; Catherine M. Johnson; Jennifer L. Stevens Purpose This study aims to identify the impact that Machiavellianism, narcissism and psychopathy tendencies have on avoidance and revenge-seeking after a service failure. The research examines the role that negative affect...

... in restoring equity through revenge-seeking intentions. Design/methodology/approach The study uses survey research methodology. The measurement model is validated using CFA, and hypotheses are tested using structural equation modeling. The mediated relationships are calculated using the bootstrap method...