[Journal:] Pakistan Journal of Commerce and Social Sciences (PJCSS) [ISSN:] 2309-8619 [Volume:] 14 [Year:] 2020 [Issue:] 3 [Pages:] 603-628
The purpose of the current study is to investigate the impact of antecedents of brand hate with the mediating effect of customer dissatisfaction and moderating effect of narcissism in the cellular industry. This study utilizes appraisal theory of emotions to examine the phenomena of brand hate. A survey questionnaire is administrated to collect the data from cellular subscribers in Pakistan. Data analysis is conducted using partial least squire structural equation modelling PLS SEM with Smart PLS software. The results confirm that perceived price unfairness, poor call quality, procedural inconvenience and poor customer services were significant predictors of dissatisfaction which further leads to brand hate. The results also demonstrate that narcissism strengthens the relationship between customer dissatisfaction and brand hate. The findings of the study offer practical implications for industry stakeholders to understand that adverse service experience resulting in consumer brand hate and development of marketing strategies according to custmoer orientation and type of personality.
brand hate narcissism procedural inconvenience cell phone service providers cellular subscribers