7A I Will Not Retaliate If You Did Not Know the Risks: Investigating Consumer Responses to Firm Product Failures
This research investigates consumer responses to product failures. In two studies, we find that having a prior relationship with a firm makes a person less likely to retaliate against the firm. Attributing the awareness of risk of product failure to the firm predicts consumer retaliatory acts against the firm.
Citation:
Chaumanix Dutton and Norbert Schwarz (2019) ,"7A I Will Not Retaliate If You Did Not Know the Risks: Investigating Consumer Responses to Firm Product Failures", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 967-967.
Authors
Chaumanix Dutton, University of Southern California, USA
Norbert Schwarz, University of Southern California, USA
Volume
NA - Advances in Consumer Research Volume 47 | 2019
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