When unhappy customers strike back on the internet

MIT Sloan Management Review

Volumn 52, Issue 3, 2011, Pages 1-8

  Tripp, Thomas M ^a   Grégoire, Yany ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 79953178267     PISSN: 15329194     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (16)

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2. Magic1962, "Printer Dissatisfaction Has Been Resolved See Description," youtube.com.
3. J.C. Ward and A.L. Ostrom, "Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites,"Journal of Consumer Research 33, no. 2 (September 2006): 220-230. (Pubitemid 44476816)
4. Y. Grégoire and R.J. Fisher, "Customer Betrayal and Retaliation: When Your Best Customers Become Your Worst Enemies,"Journal of the Academy of Marketing Science 36, no. 2 (June 2008): 247-261;
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6. Y. Grégoire, T.M. Tripp and R. Legoux, "When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance,"Journal of Marketing 73, no. 6 (November 2009): 18-32.
7. Grégoire, "Customer Betrayal and Retaliation."
8. Grégoire, "When Customer Love Turns into Lasting Hate."
9. K. Aquino, T.M. Tripp and R.J. Bies, "Getting Even or Moving On? Power, Procedural Justice, and Types of Offense as Predictors of Revenge, Forgiveness, Reconciliation, and Avoidance in Organizations,"Journal of Applied Psychology 91, no. 3 (May 2006): 653-668; (Pubitemid 43936977)
10. Y. Grégoire, D. Laufer and T.M. Tripp, "A Comprehensive Model of Customer Direct and Indirect Revenge: Understanding the Effects of Perceived Greed and Customer Power,"Journal of the Academy of Marketing Science 38, no. 6 (December 2010): 738-758.
11. S. Nassauer, "'I Hate My Room,' The Traveler Tweeted. Ka-Boom! An Upgrade! The New Ways Hotels Track You and Your Complaints,"Wall Street Journal, June 24, 2010.
12. B. Devezer, Y. Grégoire, J. Joireman and T.M. Tripp, "Can a Firm Get Away with Double Deviation? The Role of Inferred Motive in Revenge and Reconciliation,"working paper, Washington State University, September 2010.
13. P.H. Kim, K.T. Dirks, C.D. Cooper and D.L. Ferrin, "When More Blame Is Better Than Less: The Implications of Internal vs. External Attributions for the Repair of Trust After a Competence- vs. Integrity-Based Trust Violation,"Organizational Behavior and Human Decision Processes 99, no. 1 (January 2006): 49-65; (Pubitemid 43045855)
14. P.H. Kim, D.L. Ferrin, C.D. Cooper and K.T. Dirks, "Removing the Shadow of Suspicion: The Effects of Apology Versus Denial for Repairing Competence- vs. Integrity-Based Trust Violations,"Journal of Applied Psychology 89, no. 1 (February 2004): 104-118. (Pubitemid 38213816)
15. A.W. Wu, "Handling Hospital Errors: Is Disclosure the Best Defense?"Annals of Internal Medicine 131, no. 12 (December 1999): 970-972. (Pubitemid 30005040)
16. Grégoire, "A Comprehensive Model of Customer Direct and Indirect Revenge."