When Your Best Customers Become Your Worst Enemies: Does Time Really Heal all Wounds?
By: Yany Grégoire, Thomas M. Tripp and Renaud Legoux
References
- Aaker, Jennifer, Susan Fournier and S. Adam Brasel (2004), “When Good Brands Do Bad”, Journal of Consumer Research, 31 (June), pp. 1 - 16.
- Ariely, Dan (2007), “HBR Case study: the Customers’ Revenge”, Harvard Business Review, 85 (December), pp. 31 - 42.
- Grégoire, Yany and Robert J. Fisher (2006), “the effects of Relationship Quality on Customer Retaliation”, Marketing Letters, 17 (January), pp. 31 - 46.
- Grégoire, Yany and Robert J. Fisher (2008), “Customer Betrayal and Retaliation: When your Best Customers Become your Worst enemies”, Journal of the Academy of Marketing science, 36 (June), pp. 247 - 61.
- McGregor, Jena (2008), “Consumer vigilantes”, Business Week, (March 3), pp. 37 - 58.
DOI: https://doi.org/10.2478/gfkmir-2014-0053 | Journal eISSN: 2628-166X (formerly 1865-5866)
Language: English
Page range: 26 - 35
Published on: Jul 19, 2014
Published by: Nuremberg Institute for Market Decisions
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year
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© 2014 Yany Grégoire, Thomas M. Tripp, Renaud Legoux, published by Nuremberg Institute for Market Decisions
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.