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The influence of customer race on perceived discrimination, anger and coping strategies following subtle degradation of restaurant service
16 references·1 citing·54 second hopsampled
The influence of customer race on perceived discrimination, anger and coping strategies following subtle degradation of restaurant service (2021)The influence of customer race on perceiv…A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights (2019)A systematic review of brand …When Hostile Consumers Wreak Havoc on Your Brand: The Phenomenon of Consumer Brand Sabotage (2016)When Hostile Consumers Wreak …When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation (2013)When do customers offer firms…Specification, evaluation, and interpretation of structural equation models (2011)Specification, evaluation, an…Customer Rage Episodes: Emotions, Expressions and Behaviors (2009)Customer Rage Episodes: Emoti…Anger, frustration, and helplessness after service failure: coping strategies and effective informational support (2009)Anger, frustration, and helpl…Analysis of neurophysiological reactions to advertising stimuli by means of EEG and galvanic skin response measures. (2009)Analysis of neurophysiologica…Customer betrayal and retaliation: when your best customers become your worst enemies (2007)Customer betrayal and retalia…Actor-observer asymmetries in explanations of behavior: New answers to an old question. (2007)Actor-observer asymmetries in…Social exclusion impairs self-regulation. (2005)Social exclusion impairs self…Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services (2003)Angry Customers don't Come Ba…Formal and Interpersonal Discrimination: A Field Study of Bias Toward Homosexual Applicants (2002)Formal and Interpersonal Disc…Why minority group members perceive or do not perceive the discrimination that confronts them: The role of self-esteem and perceived control. (1997)Why minority group members pe…Relation of threatened egotism to violence and aggression: The dark side of high self-esteem. (1996)Relation of threatened egotis…Social stigma and self-esteem: The self-protective properties of stigma. (1989)Social stigma and self-esteem…Dynamics of a stressful encounter: Cognitive appraisal, coping, and encounter outcomes. 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(1995)Stress: Appraisal and Coping (2013)The Principles of Psychology (1891)A Theory of Social Comparison Processes (1954)Society and the Adolescent Self-Image (1965)A Collective Self-Esteem Scale: Self-Evaluation of One's Social Identity (1992)The role of stereotyping in system‐justification and the production of false consciousness (1994)The Social Psychology of Stigma (2004)On the Evaluation of Structural Equation Models (1988)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Testing the dimensionality of place attachment and its relationships with place satisfaction and pro-environmental behaviours: A structural equation modelling approach (2012)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Challenging games help students learn: An empirical study on engagement, flow and immersion in game-based learning (2015)Emotion And Adaptation (1991)The Behavioral Consequences of Service Quality (1996)A Theory of Regret Regulation 1.0 (2007)Satisfaction: a behavioral perspective on the consumer (2010)How Online Product Reviews Affect Retail Sales: A Meta-analysis (2014)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Stress, appraisal, and coping (1985)A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power (2010)The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research (2018)Illusion and well-being: A social psychological perspective on mental health. (1988)KEY ISSUES IN THE DEVELOPMENT OF AGGRESSION AND VIOLENCE FROM CHILDHOOD TO EARLY ADULTHOOD (1997)Threatened egotism, narcissism, self-esteem, and direct and displaced aggression: Does self-love or self-hate lead to violence? (1998)An Organizing Framework for Collective Identity: Articulation and Significance of Multidimensionality. (2004)Mind, Self, and Society (2015)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)The impact of online reviews on hotel booking intentions and perception of trust (2011)Word of mouth and interpersonal communication: A review and directions for future research (2014)Exchange and Power in Social Life (2017)Marketing survey research best practices: evidence and recommendations from a review of JAMS articles (2017)The Handbook of Social Psychology (1969)Human Inference: Strategies and Shortcomings of Social Judgment. 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References

  • 1986Dynamics of a stressful encounter: Cognitive appraisal, coping, and encounter outcomes.4,858 cited
  • 2011Specification, evaluation, and interpretation of structural equation models3,734 cited
  • 1989Social stigma and self-esteem: The self-protective properties of stigma.3,426 cited
  • 1996Relation of threatened egotism to violence and aggression: The dark side of high self-esteem.2,378 cited
  • 2005Social exclusion impairs self-regulation.1,401 cited
  • 2003Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services897 cited
  • 2007Customer betrayal and retaliation: when your best customers become your worst enemies808 cited
  • 2009Anger, frustration, and helplessness after service failure: coping strategies and effective informational support513 cited
  • 2002Formal and Interpersonal Discrimination: A Field Study of Bias Toward Homosexual Applicants476 cited
  • 2019A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights383 cited
  • 1997Why minority group members perceive or do not perceive the discrimination that confronts them: The role of self-esteem and perceived control.363 cited
  • 2009Customer Rage Episodes: Emotions, Expressions and Behaviors284 cited
  • 2013When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation

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276 cited
  • 2016When Hostile Consumers Wreak Havoc on Your Brand: The Phenomenon of Consumer Brand Sabotage272 cited
  • 2009Analysis of neurophysiological reactions to advertising stimuli by means of EEG and galvanic skin response measures.270 cited
  • 2007Actor-observer asymmetries in explanations of behavior: New answers to an old question.234 cited
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    • 2023Examining brand transgression, behavioral responses and the mediating effect of perceived brand betrayal9 cited