A propaganda como elemento de frustração

The impact of affective and cognitive antecedents on negative word-of-mouth intentions

“…Given that people generally have goals and expect them to be met, if a goal is not met, they can become frustrated (Hamburger 1964). Susskind (2004, 21), investigating the occurrence of consumers' frustration, found that 'perceptions of inadequate information were significantly related to the perception of consumer frustration in the client-server relation.…”

“…Others have found frustration to be related to dissatisfaction, such that when a higher level of dissatisfaction is felt, there are greater chances that an individual will recount their negative experience to other people, beginning the transmission process of negative WOM (Hamburger 1964;Santos and Grisci 2010). Xia, Monroe, and Cox (2004) suggest that perceptions of unjust prices, when there is a disadvantage to the consumer, trigger a succession of negative emotions such as Downloaded by [University of Saskatchewan Library] at 08:29 18 May 2016 disappointment and anger.…”