Vindictive Complaining to the Firm
I complained to firm to …
•Give a hard time to the representatives.
•Be unpleasant with the representative of the company.
•Make someone from the organization suffer for their services.
7pt – Strongly (dis)agree
Source: When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Yany Grégoire, Thomas M. Tripp, Renaud Legoux. Journal of Marketing, Vol 73(November), 2009, 18-32