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Frequent (flier) frustration and the dark side of word‐of‐web: exploring online dysfunctional behavior in online feedback forums
16 references·14 citing·42 second hop
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this work references cited by second hop

References

  • 1954The critical incident technique.8,184 cited
  • 2004Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?5,913 cited
  • 1985Patterns of cognitive appraisal in emotion.4,061 cited
  • 1939Frustration and aggression.3,917 cited
  • 2002Human Aggression3,912 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 2002Customer loyalty in e-commerce: an exploration of its antecedents and consequences2,339 cited
  • 1989Frustration-aggression hypothesis: Examination and reformulation.2,282 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 2001Appraisal Considered as a Process of Multilevel Sequential Checking1,906 cited
  • 1982Anger and Aggression1,241 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
  • 2000Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value1,157 cited
  • 2004The Critical Incident Technique in Service Research1,079 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited

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  • 2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance980 cited
  • Cited by

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    • 2020Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate69 cited
    • 2016An Integrative Approach To Understanding Customer Satisfaction With E-Service Of Online Stores52 cited
    • 2018DYSFUNCTIONAL CUSTOMER BEHAVIOR IN CROSS-BORDER E-COMMERCE: A JUSTICE-AFFECT-BEHAVIOR MODEL45 cited
    • 2021The psychology of frustration: Appraisals, outcomes, and service recovery43 cited
    • 2018Feedback mechanisms and consumer satisfaction, trust and repurchase intention in online retail41 cited
    • 2020The value disruption of uncivil other-customers during online service recovery35 cited
    • 2019The shadows know me: Exploring the dark side of social media in the healthcare field32 cited
    • 2023Factors influencing consumer forgiveness: a systematic literature review and directions for future research25 cited
    • 2013Point of purchase or point of frustration? Consumer frustration tendencies and response in a retail setting24 cited
    • 2023The Role of Enablers and Barriers in the Upskilling and Reskilling of Users Through Professional Skilling Programs on EdTech Platforms19 cited
    • 2011From Web 2.0 to Web 3.0: Implications for Advertising Courses15 cited