Adalet Alg?s? ile ?ntikam Arzusu ve ?hanet ?li?kisinin ?ncelenmesi1

Customers who have problems in the product or service delivery of companies have a perception of various negativity due to the problems they face. In the face of this situation, customers perceive injustice and think they are being deceived. This causes them to have a desire for revenge against the firms and even to act with the idea of equalizing the situation by harming them. In this study, the effects of the types of justice on perceived betrayal were examined to determine both how customers who felt a desire for revenge behaved and what kind of revenge behavior the customers exhibited. The sample of the study is constituted of customers aged 18 and over who have a material or moral problem with the product or service they have purchased and directly transmit their complaints to the consumer arbitral tribunal or related companies connected to this problem. Descriptive statistics, reliability analysis, validating factor analysis, and SEM analysis were used in the analysis of the data. As a result of the analyses, it was determined that procedural and interactive justice had an effect on perceived betrayal, perceived betrayal on the desire for revenge, and desire for revenge on customer revenge behavior