Suchergebnisse

Cover -- Half Title -- Title -- Copyright -- Contents -- Preface -- Editors -- Chapter 1 Introduction -- Chapter 2 Pricing Policies -- Chapter 3 On-Shelf Inventory -- Chapter 4 Rebate Contracts -- Chapter 5 Service Level Effects -- Chapter 6 Marketing Decisions and Efforts -- Chapter 7 A Company's Reputation -- Chapter 8 Congestion in the System -- Chapter 9 Dynamic Innovation Capabilities -- Chapter 10 Demand Sensitivity to Time -- Chapter 11 Inflation-Dependent Demand -- Chapter 12 Substitute and Complementary Goods -- Chapter 13 Mass and Social Media -- Chapter 14 Past and Future of Demand Forecasting Models -- Chapter 15 Conclusion -- Index.

Abstract
This research investigated the consequences of powerlessness when consumers experience service failure with a company that has high‐exit barriers. The specific consequences investigated were three types of secondary control, which are grudge‐holding, avoidance (predictive avoidance), and retaliation desire. These secondary control coping strategies highlight consumers' ability to control their personal behaviors and thoughts, even when they cannot completely control the outcomes of a situation. A qualitative study, followed by a scenario‐based survey and structural equation model, suggest that the primary direct consequences of powerlessness in commercial relationships are grudge‐holding and predictive avoidance, and that both predictive avoidance and a desire to retaliate are further consequences of grudge‐holding. The results of this research underscore the importance of understanding the role of powerlessness and its consequences in consumer–firm relationships.
Copyright © 2009 John Wiley & Sons, Ltd.