How do Machiavellianism, narcissism, and psychopathy tendencies influence consumer avoidance and revenge-seeking following a service failure?
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Abstract
Purpose – The authors seek to identify the impact that Machiavellianism, narcissism, and psychopathy tendencies have on avoidance and revenge-seeking after a service failure. The research examines the role that negative affect and desire for revenge play in aggressive behaviors by consumers. Design/Methodology/Approach – The study uses a survey research methodology. The measurement model is validated using CFA, and hypotheses are tested using structural equation modeling. The mediated and serially mediated relationships are calculated using the bootstrap method by creating estimands to test the effects. Findings –Machiavellianism is less likely to drive avoidance and negative affect, reducing desire for revenge, negative WOM, and vindictive complaining. Those with narcissism tendencies are likely to develop a negative affect and a corresponding desire for revenge after the failure only if negative affect is developed. Consumers that exhibit psychopathy tendencies are likely to seek out revenge directly. Practical Implications – Each Dark Triad tendency influences consumer avoidance and revenge-seeking in different ways when a consumer's goals are impeded. Companies can focus on service recoveries differently based on the types of tendencies of consumers engaging in avoidance and revenge-seeking. Originality/value – The individual paths from Machiavellianism, narcissism, and psychopathy tendencies to avoidance and revenge-seeking are developed and analyzed. Further distinctions between each Dark Triad tendency aids service providers in addressing and preparing for these consumer behaviors.
