Journal of Intelligent Marketing Management

Journal of Intelligent Marketing Management

Investigating the impact of customers' internet hostility on smart businesses

Document Type : Excerpt from doctoral thesis

Authors
aliasghar poorteymoor 1
soheila zarinjoy alvar 2
Fereydoun Omidi 3
1 Department of Business Management, Khoramshahr International Branch, Islamic Azad University, Khoramshahr, Iran.
2 Department of Business Management, Abadan Branch, Islamic Azad University, Abadan, Iran.
3 Department of Business Management, Khorramshahr International Branch, Islamic Azad University, Khorramshahr, Iran
JABM.3.2.15564.545343.45643
Abstract
The main purpose of this research was to investigate the impact of customer hostility on business. Due to the exploratory nature of the research topic, it was not possible to provide an initial answer or a hypothesis plan suitable to the main question above, and the final answer was obtained by using the theme analysis method. To collect data and extract experts' opinions, interviews A semi-structured interview was conducted with 15 managers and professionals with experience in business who were selected by a purposeful method and as a snowball chain reference. Then, with a round-trip process based on theme analysis of key concepts related to the impact of hostility. Finally, 186 key concepts, 43 selective codes, and 22 sub-themes were identified and in the form of 8 main themes including: 1-increase in unbalanced behavior of customers 2-increase in the number of complaining customers 3-increase in business costs 4-increase in negative advertisements by customers 5- Decrease in brand popularity and position 6- Decrease in sales 7- Decrease in business profit 8- Decrease in market share
Keywords
Hostility of customers
business

Subjects

اردستانی و سعدی (8139)، رفتار مصرف کننده (عوامل درونی و بیرونی).
حسنزاده(1398)،آزمون مدلی- ساختاری از تاثیر خصومت مشتری بر تحریم سفرهای زیارتی و سیاحتی به کشورهای عربستان سعودی و امارات متحده عربی در تهران
میمندی(1397)،بررسی تاثیرقوم گرایی بر قصد خرید با نقش میانجی خصومت، موقعیت اجتماعی و اعتماد به نفس مصرف کننده
امین زاده(1396)،بررسی تاثیر خصومت سیاسی و اقتصادی بر خود برتربینی مصرف کننده و تصویر ذهنی محصول و کشور در بازار لوازم خانگی.
ابهری،ساتلو(1396)،تحلیل اثر خصومت بر پیچیدگی ذهنی و قصد خرید مشتریان برندهای ورزشی داخلی.
بلوچی(1396)،بررسی نقش مذهب، خصومت و قوم پرستی در تمایل به خرید محصولات خارجی مصرف کنندگان تهرانی؛ با نقش تعدیلگری قیمت محصول 
 آرامی(1396)،بررسی تاثیر خصومت و قومیت گرایی بر اقدام به خرید مصرف کنندگان
 عباسی(1396)،تحلیل تاثیر خصومت مصرف کننده بر تصمیمات خرید
Roopel&Kristofer(2020).Managing customer hostility in transnational call centers in india.
Cornia&Sari&Nisita aio(2018).investigating the consimers hostility and unwillingness to consume international coffe products.
Gerger&Witrz(2017).employees respond to angry customer complaints (roles of customer status and service climate).
Nisco&Minolfi(2015).the impact of economic hostility on consumer ethnicity and the image of the country of orgin.
Markman&Waldrom(2015).investigating organizational hostility(a framework of competitive jobs).
Yun Zhou Dou(2014).investigating consumer hostility towards the country of origin and selection of foreign goods.
Guangoli(2009).methods for dealing with occasional hostility of us-based customers (transnational call centers in india).
Journal of Intelligent Marketing Management
Volume 5, Issue 1 - Serial Number 23
Spring 2024
Pages 130-147

  • Receive Date 29 March 2024
  • Revise Date 08 May 2024
  • Accept Date 21 May 2024