The Moderating Effect of Customer Skepticism, Group Empowerment, Face Losing and Emotional Contagion on Customers’ Aggressive Behaviors

Jun M LUO, Nottingham University Business School China
Martin J LIU, Nottingham University Business School China
Ruizhi YUAN, Nottingham University Business School China
Natalia YANNOPOULOU, New Castle University Business School
This paper empirically addresses the moderating effects for customers’ aggressive behaviors. It contributes to attribution theory by introducing consumer skepticism as a moderator in attribution-negative emotion relationship. This research also yields valuable insights by examining group empowerment, face-losing and emotional contagion as moderators in strengthening negative emotions to aggressive behaviors.
[ to cite ]:
Jun M LUO, Martin J LIU, Ruizhi YUAN, and Natalia YANNOPOULOU (2015) ,"The Moderating Effect of Customer Skepticism, Group Empowerment, Face Losing and Emotional Contagion on Customers’ Aggressive Behaviors", in NA - Advances in Consumer Research Volume 43, eds. Kristin Diehl and Carolyn Yoon, Duluth, MN : Association for Consumer Research, Pages: 626-627.