Consumer Anger: At its source - Funches, Venessa
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Consumer anger is definitely increasing. In fact, studies show consumers are angrier than ever. But why? Firms are vying to form profitable relationships with consumers. Unfortunately, these relationships are not always satisfying for consumers. The results of this dissatisfaction are broken psychological contracts with consumers. The consequences of consumer anger in today's business environment are far greater than just one lost consumer. Firm's should beware. The tables are turning.

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Produktbeschreibung
Consumer anger is definitely increasing. In fact, studies show consumers are angrier than ever. But why? Firms are vying to form profitable relationships with consumers. Unfortunately, these relationships are not always satisfying for consumers. The results of this dissatisfaction are broken psychological contracts with consumers. The consequences of consumer anger in today's business environment are far greater than just one lost consumer. Firm's should beware. The tables are turning.
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Autorenporträt
Dr. Funches¿ research focuses on consumer dissatisfaction and misbehavior. She has a passion for angry customers! Her previous publications include "Shoppers Scorned" and a chapter in "The Darkside of CRM". In addition, she has multiple academic journal articles on the topics.