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Journal of Marketing Theory and Practice Volume 25, 2017 - Issue 4
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Original Articles

Altruistic Punishment: A Consumer Response to Service Failure

Renata Gonçalves Santos SilvaPhD student, Pontifícia Universidade Católica do Rio Grande do Sul (PUCRS), Porto Alegre, RS, Brazil, [email protected]
,
Patricia Liebesny BroiloPhD student, Pontifícia Universidade Católica do Rio Grande do Sul (PUCRS), Porto Alegre, RS, Brazil, [email protected]
,
Lélis Balestrin EspartelProfessor of Marketing, Pontifícia Universidade Católica do Rio Grande do Sul (PUCRS), Porto Alegre, RS, Brazil, [email protected]
&
Kenny BassoProfessor of Marketing, Faculdade Meridional - IMED Business School, Passo Fundo, RS, Brazil, [email protected]
Pages 421-435 | Published online: 03 Oct 2017

Citations (4)

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Read on this site (2)

Dušan Mladenović, Roberto Bruni & Prateek Kalia. (2021) Social and Demographic Predictors of Consumers’ Word of Mouth Engagement in Czechia. Journal of International Consumer Marketing 33:4, pages 418-433.
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Anshu Suri, Bo Huang & Sylvain Sénécal. (2019) I Can Forgive You, But I Can’t Forgive the Firm: An Examination of Service Failures in the Sharing Economy. Journal of Marketing Theory and Practice 27:4, pages 355-370.
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Articles from other publishers (2)

Fayez Ahmad & Francisco Guzmán. (2023) Perceived injustice and brand love: the effectiveness of sympathetic vs empathetic responses to address consumer complaints of unjust specific service encounters. Journal of Product & Brand Management 32:6, pages 849-862.
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Brian A. Vander Schee, James Peltier & Andrew J. Dahl. (2020) Antecedent consumer factors, consequential branding outcomes and measures of online consumer engagement: current research and future directions. Journal of Research in Interactive Marketing 14:2, pages 239-268.
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