Service failure is an unfortunate reality in service encounters. Although much literature suggests that the consequences of service failure include low customer satisfaction and customer loyalty, and another stream of research concerns service recovery, research on customers’ aggressive behaviour as the consequence of service failure – a cause of severe problems for service organizations, customers and employees – remains under researched. To understand this important process and the factors that influence the process, the first objective for the current research is to understand the antecedents of customer aggressive behaviours. When a service fails, customers tend to engage in an appraisal process, as described in appraisal theory, to ass...
In recent years many companies have started to realize the importance of customer satisfaction and e...
International audienceThis study fills a gap in the consumer emotions literature regarding customer ...
Although anger elicited in service failures harms providers, little is known about the ways customer...
Service failure is an unfortunate reality in service encounters. Although much literature suggests t...
Incidents of customer rage and their destructive consequences, such as physical or verbal attacks on...
Knowing how to handle angry customers following a service failure is an important aspect of a servic...
After a service failure, consumers make appraisals or assessments about the characteristics of this ...
PhD ThesisOutraged customers experience the unfair treatment commonly across the world in various i...
There are an increasing number of reports on termination of customer relationships initiated by majo...
Given a volatile business environment, enhancing customer experience has become a key resource that ...
Many services fail. Failures are those encounters during which the user assesses the service as flaw...
While anger is the dominant affective reaction following service failure, little research focused o...
The back-story of customer rage, that is, what is behind a rage episode, specifically the customer's...
Unlike prior research that has confined customer rage to a single point in time, this article explor...
The service encounter is the point where employees and customers interact both positively and negati...
In recent years many companies have started to realize the importance of customer satisfaction and e...
International audienceThis study fills a gap in the consumer emotions literature regarding customer ...
Although anger elicited in service failures harms providers, little is known about the ways customer...
Service failure is an unfortunate reality in service encounters. Although much literature suggests t...
Incidents of customer rage and their destructive consequences, such as physical or verbal attacks on...
Knowing how to handle angry customers following a service failure is an important aspect of a servic...
After a service failure, consumers make appraisals or assessments about the characteristics of this ...
PhD ThesisOutraged customers experience the unfair treatment commonly across the world in various i...
There are an increasing number of reports on termination of customer relationships initiated by majo...
Given a volatile business environment, enhancing customer experience has become a key resource that ...
Many services fail. Failures are those encounters during which the user assesses the service as flaw...
While anger is the dominant affective reaction following service failure, little research focused o...
The back-story of customer rage, that is, what is behind a rage episode, specifically the customer's...
Unlike prior research that has confined customer rage to a single point in time, this article explor...
The service encounter is the point where employees and customers interact both positively and negati...
In recent years many companies have started to realize the importance of customer satisfaction and e...
International audienceThis study fills a gap in the consumer emotions literature regarding customer ...
Although anger elicited in service failures harms providers, little is known about the ways customer...