Anaya, Gerardo Joel; Miao, Li; Mattila, Anna S.; … - In: Journal of Services Marketing 30 (2016) 3, pp. 359-372
Purpose This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined. Design/methodology/approach An online survey was used to collect 311 actual episodes of consumer envy....