2007
DOI: 10.1108/19355181200700004
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Consumer Grudgeholding: Does Age Make a Difference?

Abstract: Bad service experiences potentially leading to long-standing grudges can be quite costly for an organization. In many cases, corporate actions and policies cause grudges as consumers grow more and more frustrated about their interactions with large, impersonal companies. The primary objectives of this study were to examine through empirical research the causes of consumer grudgeholding, the behaviors undertaken by grudgeholders in response to their outcome, the impact of grudges against businesses, and whether… Show more

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Cited by 13 publications
(10 citation statements)
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References 14 publications
(11 reference statements)
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“…We expect that the aforementioned advantages provided by CCBMs override customer objections. This may further secure the acceptance of CCBM rules, in accordance with earlier discussions of dismissive or insulting providers (Tobin, 2005) and powerless consumers (Aron et al , 2007). Building upon such claims, it is possible that when CCBM businesses first introduce these new service rules, customers expect provision and recovery similar to those of traditional businesses.…”
Section: Positioning the New Model Vis‐à‐vis The Standard Service Provision Modelsupporting
confidence: 72%
“…We expect that the aforementioned advantages provided by CCBMs override customer objections. This may further secure the acceptance of CCBM rules, in accordance with earlier discussions of dismissive or insulting providers (Tobin, 2005) and powerless consumers (Aron et al , 2007). Building upon such claims, it is possible that when CCBM businesses first introduce these new service rules, customers expect provision and recovery similar to those of traditional businesses.…”
Section: Positioning the New Model Vis‐à‐vis The Standard Service Provision Modelsupporting
confidence: 72%
“…Wirtz and McColl-Kennedy (2010) focused on fraudulent claiming behaviors as a form of customer misbehavior, whereas Rosenbaum et al (2010) examined types of consumer fraud activity. The researchers identified a variety of consumer misbehaviors, including customer aggression (Yagil, 2008), grudge holding (Aron et al, 2007), deviant consumption behavior (Harris, 2008) and resistance (Cherrier, 2009). Nearly 82 per cent of customer contact staff working in hotels, restaurants and bars had encountered violent or discourteous customer behaviors during the previous year.…”
Section: Consumer Misbehaviorsmentioning
confidence: 99%
“…Focusing on abusive customer behaviors, Patterson et al (2010) identify situations in which consumers verbally and/or physically attack employees or organizational property, while Yagil (2008) adopts a different approach and notes the frequency and different varieties of aggressive and sexually abusive customer behaviors against frontline organizational personnel. Additional identified individual forms of consumer misbehavior include; grudge holding (Aron et al 2007), purchasing counterfeit goods (Bian and Moutinho, 2009), vandalism (Fisher and Baron, 1982), resistance (Cherrier, 2009), shoplifting (Tonglet, 2002), and internet deviance (Tuzovic, 2010).…”
Section: Customer Misbehaviormentioning
confidence: 99%