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Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes

Obeidat, Z.M.I.; Xiao, Sarah; Iyer, G.R.; Nicholson, M.

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Authors

Z.M.I. Obeidat

G.R. Iyer



Abstract

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.

Journal Article Type Article
Acceptance Date Dec 8, 2016
Online Publication Date Mar 9, 2017
Publication Date Apr 1, 2017
Deposit Date Dec 19, 2016
Publicly Available Date Mar 9, 2019
Journal Psychology and Marketing
Print ISSN 0742-6046
Electronic ISSN 1520-6793
Publisher Wiley
Peer Reviewed Peer Reviewed
Volume 34
Issue 4
Pages 496-515
DOI https://doi.org/10.1002/mar.21002
Public URL https://durham-repository.worktribe.com/output/1397219

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Copyright Statement
This is the accepted version of the following article: Obeidat, Z.M.I., Xiao, Sarah, Iyer, G.R. & Nicholson, M. (2017). Consumer revenge using the Internet and social media: an examination of the role of service failure types and cognitive appraisal processes. Psychology & Marketing 34(4): 496-515, which has been published in final form at https://doi.org/10.1002/mar.21002. This article may be used for non-commercial purposes in accordance With Wiley Terms and Conditions for self-archiving.





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