Negative approach emotions like anger are most likely to precede complaining behavior.
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Q1: If a furious consumer becomes violent or
Q13: Positive WOM occurs when consumers spread information
Q14: All dissatisfied customers are complainers.
Q15: Perceptions of justice are included within the
Q18: A disgusted or hopeless consumer is more
Q18: Procedural justice refers to the extent that
Q19: Retaliatory revenge is when a consumer yells
Q20: Price sensitive consumers become more loyal post
Q21: Switching in a consumer behavior context refers
Q22: Financial switching costs consist of the total
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