The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
Outraged Consumers: Getting Even at the Expense of Getting a Good Deal
Open accessAbstract
This article introduces the concept of desire for consumer vengeance. Desire for consumer vengeance (DCV) is conceptualized as the desire of a decision maker to “get even” with an entity, such as a firm, in response to a perceived wrongdoing. Drawing on research in psychology and organization behavior, a theoretical framework is proposed for understanding variables that influence the extent to which the DCV is felt and the conditions under which one acts on such feelings. The results of 2 experiments show that, given sufficient desire for vengeance, some consumers will choose a suboptimal decision outcome to get even with a firm. We also find that it is the interpersonal factors of the redress experience, rather than its tangible outcomes, that drive consumers to exact revenge on firms after a dissatisfying experience.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
The Social Psychology of Procedural Justice
Lind, E. A., & Tyler, T. R. (1988) · Critical Issues in Social Justice · doi:10.1007/978-1-4899-2115-4 · Cited by 6,585
Mittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
Westbrook, R. A., & Oliver, R. L. (1991) · Journal of Consumer Research · doi:10.1086/209243 · Cited by 2,164
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
Explaining the Limited Effectiveness of Legalistic ‘Remedies’ for Trust/Distrust
Sitkin, S. B., & Roth, N. L. (1993) · Organization Science · doi:10.1287/orsc.4.3.367 · Cited by 1,545
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777
Cited by
The price is unfair! A conceptual framework of price fairness perceptions
Xia, L., Monroe, K. B., & Cox, J. L. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.4.1.42733 · Cited by 1,474
Fisk, R., Grove, S., Harris, L. C., Keeffe, D. A., Daunt, K. L., Russell‐Bennett, R., & Wirtz, J. (2010) · Journal of Services Marketing · doi:10.1108/08876041011072537 · Cited by 288
Review of the theoretical underpinnings of loyalty programs
Henderson, C. M., Beck, J. T., & Palmatier, R. W. (2011) · Journal of Consumer Psychology · doi:10.1016/j.jcps.2011.02.007 · Cited by 274
Moral credentials versus moral credits: Two paths to consumers’ licensing of brand transgressions
Ryoo, Y. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.03.048 · Cited by 38
Metadata
- Authors
- Bechwati, N. N., & Morrin, M.
- Venue
- Journal of Consumer Psychology
- Publisher
- Wiley
- Published
- 2003-01
- Volume
- 13
- Issue
- 4
- Pages
- 440-453
- ISSN
- 1057-7408 (ISSN-L)
- 1532-7663
- OpenAlex
- W3124032533
- Cited by
- 311
- References
- 6
- FWCI
- 4.21
- Type
- journal article
- Language
- en
- Open access
- green
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Outraged Consumers: Getting Even at the Expense of Getting a Good Deal. https://app.cochat.ai/papers/10.1207/s15327663jcp1304_11
- The paper
- Bechwati, N. N., & Morrin, M. (2003). Outraged Consumers: Getting Even at the Expense of Getting a Good Deal. Journal of Consumer Psychology. https://doi.org/10.1207/s15327663jcp1304_11
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
