Customers, regardless of context or culture, will go to any extreme to retaliate against an offending service provider. Retaliation is an action taken in return for an injury or offense [Huefner, J.C. and H.K. Hunt, "Consumer retaliation as a response to dissatisfaction," J Consum Satisf...

Purpose – The purpose of this paper is to explore consumer anger phenomena. Design/methodology/approach – The research utilized the critical incident technique and three different samples to thoroughly explore the consumer anger phenomena. Findings – The research identified three causes of...