نقش میانجی نفرت از برند در تأثیر تجربه منفی مشتری بر مقابله با برند و اجتناب از برند

References

626. Israeli, A., Lee, S. A., & Karpinski, A. C. (2017). Investigating the dynamics and the content of customers’ social media reporting after a restaurant service failure. Journal of Hospitality Marketing & Management, 26(6), 606-626.

Abro, M. A., Baharun, R., & Zubair, A. (2020). Information credibility and organizational feedback; a solution to plethora of consumer advocacy, brand avoidance and community usefulness. The Bottom Line.

Ali, F., Rasoolimanesh, S. M., Sarstedt, M., Ringle, C. M., & Ryu, K. (2018), "An assessment of the use of partial least squares structural equation modeling(PLS-SEM) in hospitality research", International Journal of Contemporary Hospitality Management, Vol. 30 No. 1, pp. 514-538.

Ali, S., Attiq, S., & Talib, N. (2020). Antecedents of brand hate: mediating role of customer dissatisfaction and moderating role of narcissism. Pakistan Journal of Commerce and Social Sciences (PJCSS), 14(3), 603-628.‏

Avery, J., Fournier, S., & Wittenbraker, J. (2014). Unlock the mysteries of your customer relationships. Harvard Business Review, 92(7), 72-81.‏

Azer, J., & Alexander, M. (2020). Negative customer engagement behaviour: the interplay of intensity and valence in online networks. Journal of Marketing Management, 36(3-4), 361-383.‏

Balaji, M. S., Khong, K. W., & Chong, A. Y. L. (2016). Determinants of negative word-of-mouth communication using social networking sites. Information & Management, 53(4), 528-540.‏

Banerjee, S., & Goel, P. (2020). Party brand hate in political market: antecedents and consequences. Asian Journal of Political Science, 28(2), 97-121.‏

Berndt, A., Petzer, D. J., & Mostert, P. (2019). Brand avoidance–a services perspective. European Business Review, 31(2), 179-196.‏

Bharali, P., & Goswami, C. (2018). Brand Switching in Telecom Sector: An Insight into Switching Behaviour and Switching Factors. Abhigyan, 36(3), 11-21.

Bryson, D., Atwal, G., & Hultén, P. (2013). Towards the conceptualisation of the antecedents of extreme negative affect towards luxury brands. Qualitative Market Research: An International Journal.‏

Curina, I., Francioni, B., Hegner, S. M., & Cioppi, M. (2020). Brand hate and non-repurchase intention: A service context perspective in a cross-channel setting. Journal of Retailing and consumer services, 54, 102031.‏

de Campos Ribeiro, G., Butori, R., & Le Nagard, E. (2018). The determinants of approval of online consumer revenge. Journal of Business Research, 88, 212-221.‏

Dehdashti Shahrokh, Z., & Hajinoroozi, A. (2016). The effect of consumer’s perceived quality, satiation and satisfaction on switching intention (Case under study: Italian Restaurants in Tehran). Journal of Business Management, 8(3), 549-568.‏ (In Persian)

Demmers, J., Van Dolen, W. M., & Weltevreden, J. W. (2018). Handling consumer messages on social networking sites: customer service or privacy infringement?. International Journal of Electronic Commerce, 22(1), 8-35.‏

Do, D. K. X., Rahman, K., & Robinson, L. J. (2020). Determinants of negative customer engagement behaviours. Journal of Services Marketing, 34(2), 117-135.‏

Dorosti, A., mira, S., & haghighi, M. (2014). Evaluation of factors affecting customer satisfaction in the restaurant industry. Case study: Boof restaurant chain. New Marketing Research Journal, 4(3), 75-88. (In Persian)

Farhat, Z., & Chaney, D. (2021). Introducing destination brand hate: an exploratory study. Current Issues in Tourism, 24(17), 2472-2488.‏

Fetscherin, M., & Heinrich, D. (2015). Consumer brand relationships research: A bibliometric citation meta-analysis. Journal of Business Research, 68(2), 380-390.‏

Formisano, M., Pauwels, K., & Zarantonello, L. (2020). A broader view on brands’ growth and decline. International Journal of Market Research, 62(2), 127-138.‏

Fournier, S., & Alvarez, C. (2019). How brands acquire cultural meaning. Journal of Consumer Psychology, 29(3), 519-534.‏

Garg, R., Chikkara, R., Suman, H., Pande, S., Sharan, R., & Panda, T. K. (2020). Consumer-brand relations: An investigation into the concept of brand hate. In Global Branding: Breakthroughs in Research and Practice (pp. 656-667). IGI Global.‏

Hair Jr, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced issues in partial least squares structural equation modeling. saGe publications.‏

Hajibabaei, H., & Ghobadi Lamuki, T. (2020). A New Approach to Emotional Brand bonds: From Evoked Nostalgia to Brand Love. Consumer Behavior Studies Journal, 7(2), 89-104. (In Persian)

Han, S. H., Nguyen, B., & Lee, T. J. (2015). Consumer-based chain restaurant brand equity, brand reputation, and brand trust. International Journal of Hospitality Management, 50, 84-93.‏

Hegner, S. M., Fetscherin, M., & Van Delzen, M. (2017). Determinants and outcomes of brand hate. Journal of Product & Brand Management.‏

Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43, 115-135.‏

Honarmand, S., Dolatabadi, H. R., & Ansari, A. (2020). Developing a brand avoidance model in Pygmalion cycle. International Journal of Procurement Management, 13(5), 597-620.‏

Hoseinzade Shahri, M., Karami, M., & Mehrabani, M. (2015). Segmentation of customers based on food related lifestyle scale at chain restaurants (Case study: Boof fast food chain restaurants in Tehran). Journal of Business Management, 7(1), 83-99. (In Persian)

Hu, M., Qiu, P., Wan, F., & Stillman, T. (2018). Love or hate, depends on who's saying it: How legitimacy of brand rejection alters brand preferences. Journal of Business Research, 90, 164-170.‏

Hwang, J., & Zhao, J. (2010). Factors influencing customer satisfaction or dissatisfaction in the restaurant business using AnswerTree methodology. Journal of Quality Assurance in Hospitality & Tourism, 11(2), 93-110.‏

Islam, T., Attiq, S., Hameed, Z., Khokhar, M. N., & Sheikh, Z. (2019). The impact of self-congruity (symbolic and functional) on the brand hate: a study based on self-congruity theory. British Food Journal, 121(1), 71-88.‏

Johannes, B. (2019). How brand hatred shapes consumer perceptions and preferences (Doctoral dissertation, University of British Columbia).‏

Kao, G. H. Y., Wang, S. W., & Farquhar, J. D. (2020). Modeling airline crisis management capability: brand attitude, brand credibility and intention. Journal of air transport management, 89, 101894.‏

Kucuk, S. U., & Kucuk, S. U. (2019). What is brand hate? (pp. 23-48). Springer International Publishing.‏

Lee, M. S., Conroy, D., & Motion, J. (2009). Brand avoidance: a negative promises perspective. ACR North American Advances.‏

McLean, G., Al-Nabhani, K., & Wilson, A. (2018). Developing a mobile applications customer experience model (MACE)-implications for retailers. Journal of Business Research, 85, 325-336.‏

Mendel, J. R., Baig, S. A., Hall, M. G., Jeong, M., Byron, M. J., Morgan, J. C., ... & Brewer, N. T. (2018). Brand switching and toxic chemicals in cigarette smoke: A national study. PLoS One, 13(1), e0189928.‏

Merk, M., & Michel, G. (2019). The dark side of salesperson brand identification in the luxury sector: When brand orientation generates management issues and negative customer perception. Journal of Business Research, 102, 339-352.‏

Mishra, P. (2018). Anti-consumption brand behavior: A study of Indian FMCG sector. ITMSOC (journal, volume and pages unknown).‏

Mousavi, S., sheikhizade, A., & Taghipour, S. (2022). Brand hate typology in mobile phone users (Case study by students of Khorramabad universities). Consumer Behavior Studies Journal, 8(4), 1-20. (In Persian)

Ndofirepi, T. M. (2020). Gendering the voiced complaining behavior of customers in small restaurant environments: A case of college students in Zimbabwe. Journal of Foodservice Business Research, 23(6), 473-498.‏

Odoom, R., Kosiba, J. P., Djamgbah, C. T., & Narh, L. (2019). Brand avoidance: underlying protocols and a practical scale. Journal of Product & Brand Management, 28(5), 586-597.‏

Park, C. W., Eisingerich, A. B., & Park, J. W. (2013). Attachment–aversion(AA) model of customer–brand relationships. Journal of consumer psychology, 23(2), 229-248.

Payne, A., Frow, P., & Eggert, A. (2017). The customer value proposition: evolution, development, and application in marketing. Journal of the Academy of Marketing Science, 45(4), 467-489.

Pereira, J., & Loureiro, S. M. C. (2020). The different shades of brand hate: A qualitative approach. The different shades of brand hate: A qualitative approach, 632-636.‏

Pinto, O., & Brandão, A. (2021). Antecedents and consequences of brand hate: empirical evidence from the telecommunication industry. European Journal of Management and Business Economics, 30(1), 18-35.‏

Prados-Peña, M. B., & Del Barrio-Garcia, S. (2020). How does parent heritage brand preference affect brand extension loyalty? A moderated mediation analysis. Tourism Management Perspectives, 36, 100755.‏

Preijers, S. (2016). Brand hate; Exploring and understanding the concept.‏

Rahchamani, A., & Salimi, S. (2014). Exploring the Effect of Customer Equity on the Formation of Chain Restaurant Brand. Journal of Development & Evolution Mnagement, 1393(18), 71-80. (In Persian)

Rasoolimanesh, S. M., & Ali, F. (2018). Partial least squares-structural equation modeling in hospitality and tourism. Journal of Hospitality and Tourism Technology, 9(3), 238-248.‏

Rasouli, N., Rasoolimanesh, S. M., Rahmani, A. K., Momayez, A., & Torabi, M. A. (2022). Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter?. Journal of Hospitality Marketing & Management, 31(6), 662-687.‏

Rasouli, N., Torabi, M. A., & Rasooli, M. A. (2018). Step by step with smart pls version 3. Golden Authors Publications, first edition. (In Persian)

Ro, H. (2013). Customer complaining behaviors after restaurant service failure: redress seeking complaint, Friendly complaint, Loyalty and neglect. International Journal of Tourism Sciences, 13(1), 27-46.‏

Romani, S., Grappi, S., & Dalli, D. (2012). Emotions that drive consumers away from brands: Measuring negative emotions toward brands and their behavioral effects. International Journal of Research in marketing, 29(1), 55-67.‏

Salehi, S., Bahari, J., & Mohammad, S. (2020). The Impact of Quality Relationship with the Customer on Customers Loyalty in the Restaurant Industry (Case Study: Akbar Joojeh Restaurants Chain). Tourism Management Studies, 15(50), 61-94. (In Persian)

Shirazi, A., Malek, M., Basiri nejad, F., & Radpour, P. (2013). Investigating the impact of restaurant atmospherics on satisfaction and behavioral intentions of customers. Journal of Business Administration Researches, 5(10), 97-118. (In Persian)

Shoja, A., Sadegh Vaziri, F., & Ebrahimi, E. (2020). Developing a Framework of Causes and Consequences of Hatred for Iranian Product Brands. Journal of business management, 12(1), 3-23.‏

Steele, A. K. (2020). Are interpersonal dislike and hatred discrete emotions? (Doctoral dissertation, Rutgers, The State University of New Jersey-Camden).‏

Thomson, M., Whelan, J., & Johnson, A. R. (2012). Why brands should fear fearful consumers: How attachment style predicts retaliation. Journal of Consumer Psychology, 22(2), 289-298.‏

Veloutsou, C., & Guzman, F. (2017). The evolution of brand management thinking over the last 25 years as recorded in the Journal of Product and Brand Management. Journal of Product & Brand Management.‏

Wu, H. C., Wei, C. F., Tseng, L. Y., & Cheng, C. C. (2018). What drives green brand switching behavior?. Marketing Intelligence & Planning, 36(6), 694-708.‏

Yadav, A., & Chakrabarti, S. (2022). Brand hate: A systematic literature review and future research agenda. International Journal of Consumer Studies, 46(5), 1992-2019.‏

Yeow, T., Baird, A., Ferner, H., Ardagh, M., Deely, J., & Johnston, D. (2020). Cause and level of treatment of injuries from earthquake damage to commercial buildings in New Zealand. Earthquake Spectra, 36(3), 1254-1270.‏

Zarantonello, L., Romani, S., Grappi, S., & Bagozzi, R. P. (2016). Brand hate. Journal of Product & Brand Management, 25(1), 11-25.‏

Zhang, C., & Laroche, M. (2020). Brand hate: a multidimensional construct. Journal of Product & Brand Management, 30(3), 392-414.‏

Zourrig, H., Chebat, J. C., & Toffoli, R. (2015). “In-group love and out-group hate?” A cross cultural study on customers' revenge, avoidance and forgiveness behaviors. Journal of Business Research, 68(3), 487-499.‏