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La vengeance du consommateur insatisfait sur Internet et l'effet sur les attitudes des autres consommateurs

Abstract : This doctoral research focuses on the phenomenon of dissatisfied consumers revenge on the Internet and the effect of this action on other consumers attitudes. Two qualitative studies and three experiments were performed. The results show that the dissatisfied consumer revenge on the Internet is widely approved and it adversely affects brand attitude. Individuals exposed to a revenge on the Web, show feelings of empathy and admiration for the avenger and his action. The good news for brands is that there are ways to counteract this effect.
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Submitted on : Thursday, October 10, 2013 - 4:27:09 PM
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Gisele Passos. La vengeance du consommateur insatisfait sur Internet et l'effet sur les attitudes des autres consommateurs. Gestion et management. Université Paris Dauphine - Paris IX, 2013. Français. ⟨NNT : 2013PA090006⟩. ⟨tel-00871826⟩

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