In recent years the popular press has documented increasing levels of consumer dissatisfaction. Previous research has shown that dissatisfaction coupled with anger can intensify consumer responses. Despite the plethora of work conducted in the area of (dis)satisfaction, questions remain of when and why consumers choose to respond. This research examines the causes of consumer anger and the consequences of it on behavioral decisions and future consumer usage of firm services and products. This study explores the causes of consumer anger using a qualitative technique and then examines the...