Ficar ou partir? Um estudo sobre os consequentes de atitudes de vingança no contexto de serviços

Abstract

This article aimed to analyze the consequences of vengeful consumer behaviors in the context of services. For this purpose, a descriptive quantitative study was carried out by an intersectional survey. The data were analyzed using the Structural Equation Modeling (SEM). It provides empirical support for the positive relationship between the desire for revenge and vindictive behaviors and vindictive behaviors with the desire for avoidance. There was no significant relationship between vindictive behaviors and the desire for reconciliation and, there was not further mediating effect between the desire for revenge and the desire for avoidance.