Add to ORKGUnlike prior research that has confined customer rage to a single point in time, this article explores the unfolding of rage over three time periods, at the initial service failure (Episode 1) and two ineffective service recovery attempts (Episodes 2 and 3). In each episode, we examine the association between loss, or a threat of loss, of personal resources (e.g., self-esteem, sense of jus-tice, sense of control, and economic resources such as time and money) and negative emotions. We empirically demonstrate for the first time that although rage may sometimes take place at the initial service failure (Episode 1), rage does not tend to be an immediate reaction. Rather, it is when service failures remain unresolved that residual negative emot...
Although anger elicited in service failures harms providers, little is known about the ways customer...
While anger is the dominant affective reaction following service failure, little research focused o...
Service failure is an unfortunate reality in service encounters. Although much literature suggests t...
Unlike prior research that has confined customer rage to a single point in time, this article explor...
Unlike prior research that has confined customer rage to a single point in time, this article explor...
Incidents of customer rage and their destructive consequences, such as physical or verbal attacks on...
In this research, we examine customer rage-associated emotions, expressions, and behaviors following...
This article explores customer rage from both customer and employee perspectives (1) identifying and...
The back-story of customer rage, that is, what is behind a rage episode, specifically the customer's...
PhD ThesisOutraged customers experience the unfair treatment commonly across the world in various i...
Incidents of customer-to-customer aisle rage are on the rise, which raises questions about their tri...
Knowing how to handle angry customers following a service failure is an important aspect of a servic...
Given a volatile business environment, enhancing customer experience has become a key resource that ...
Given a volatile business environment, enhancing customer experience has become a key resource that ...
Although anger elicited in service failures harms providers, little is known about the ways customer...
Although anger elicited in service failures harms providers, little is known about the ways customer...
While anger is the dominant affective reaction following service failure, little research focused o...
Service failure is an unfortunate reality in service encounters. Although much literature suggests t...
Unlike prior research that has confined customer rage to a single point in time, this article explor...
Unlike prior research that has confined customer rage to a single point in time, this article explor...
Incidents of customer rage and their destructive consequences, such as physical or verbal attacks on...
In this research, we examine customer rage-associated emotions, expressions, and behaviors following...
This article explores customer rage from both customer and employee perspectives (1) identifying and...
The back-story of customer rage, that is, what is behind a rage episode, specifically the customer's...
PhD ThesisOutraged customers experience the unfair treatment commonly across the world in various i...
Incidents of customer-to-customer aisle rage are on the rise, which raises questions about their tri...
Knowing how to handle angry customers following a service failure is an important aspect of a servic...
Given a volatile business environment, enhancing customer experience has become a key resource that ...
Given a volatile business environment, enhancing customer experience has become a key resource that ...
Although anger elicited in service failures harms providers, little is known about the ways customer...
Although anger elicited in service failures harms providers, little is known about the ways customer...
While anger is the dominant affective reaction following service failure, little research focused o...
Service failure is an unfortunate reality in service encounters. Although much literature suggests t...