Tit For Tat – Is Customer Retaliation in a Service Recovery Context Predictable?
Customer retaliation to service failure can have detrimental consequences for companies (e.g. revenue losses). Nevertheless in the extant literature on retaliatory behavior there exists no study which can predict customer retaliation after a failed service recovery. In this paper we attempt to close this research gap by introducing and testing the concept of negative reciprocity to predict any kind of retaliatory intentions. Furthermore we test the ability of different service recovery strategies to reduce retaliatory intentions. The results of our scenario-based online experiment (n=381) show that the negative reciprocity can be used as an early warning system to predict customer retaliation.
Matthias Handrich and Sven Heidenreich (2011) ,"Tit For Tat – Is Customer Retaliation in a Service Recovery Context Predictable?", in AP - Asia-Pacific Advances in Consumer Research Volume 9, eds. Zhihong Yi, Jing Jian Xiao, and June Cotte and Linda Price, Duluth, MN : Association for Consumer Research, Pages: 34-36.
Matthias Handrich, EBS University for Business and Law
Sven Heidenreich, EBS University for Business and Law
AP - Asia-Pacific Advances in Consumer Research Volume 9 | 2011
A8. Do You Accept The Terms And Conditions? The Role Of Trust And Hedonic Content On Self-Disclosure To Apps
Carla Freitas Silveira Netto, UFRGS
Simoni F Rohden, UFRGS
Marina de Wallau Lugoch, Federal University of Rio Grande do Sul (UFRGS)
Natalia Englert, UFRGS
Valentina Ortiz Ubal, Universidade Federal do Rio Grande do Sul (UFRGS)
When Sharing Isn’t Caring: The Influence of Seeking the Best on Sharing Favorable Word of Mouth about Unsatisfactory Purchases
Nicholas J. Olson, Texas A&M University, USA
Rohini Ahluwalia, University of Minnesota, USA
Linguistic Antecedents of Anthropomorphism
N. Alican Mecit, HEC Paris, France
tina m. lowrey, HEC Paris, France
L. J. Shrum, HEC Paris, France