Consumer cynicism in service failures
Abstract
Despite growing corporate commitments to being customer‐centric, many customers perceive firms as self‐driven and caring only about their own business interests. This sentiment is projected in consumer cynicism, or negative consumer attitudes based on the disbelief in the sincerity of firms' motives and actions. We argue that consumer cynicism emerges in response to negative marketplace situations, such as service and product failures. Across...
Paper Details
Title
Consumer cynicism in service failures
Published Date
Oct 6, 2021
Journal
Volume
39
Issue
2
Pages
346 - 359
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