Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures

Kalamas, Maria; Laroche, Michel; Makdessian, Lucy

doi:10.1016/j.jbusres.2007.09.008

Cited by 136 publications

(133 citation statements)

References 57 publications

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“…However, the hedonic bias drives people to ascribe failures to others rather than to themselves (Weiner 1985). Hence, anger (rather than guilt) is considered to be the most dominant affective reaction to service failures (Kalamas et al 2008). Numerous empirical studies show that anger is a typical Figure 1 Research contributions and conceptual model.…”

Section: Conceptual Foundationsmentioning

confidence: 99%

Anger, frustration, and helplessness after service failure: coping strategies and effective informational support

Gelbrich

2009

J. of the Acad. Mark. Sci.

373

424

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We examine the crucial role of helplessness in explaining idiosyncratic coping responses to anger and frustration after service failure (a). Moreover, we examine the mitigating effect of informational support (i.e., explanations) on these emotions (b). With respect to (a), it is argued that the coincidence of anger (frustration) and high levels of helplessness enhances vindictive nWOM (support-seeking nWOM), whereas the coincidence of anger (frustration) and low levels of helplessness enhances vindictive complaining (problem-solving complaining). With respect to (b), it is argued that a retrospective explanation mitigates anger, whereas a prospective explanation mitigates helplessness. Using partial least squares modeling, these assumptions are tested and supported in an experiment and in a field survey with hotel guests. Finally, we delineate implications for theory and practice.

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Section: Conceptual Foundationsmentioning

confidence: 99%

Anger, frustration, and helplessness after service failure: coping strategies and effective informational support

Gelbrich

2009

J. of the Acad. Mark. Sci.

373

424

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“…hedonistic services like concerts, amusement parks, karaoke). When affective state has been studied in negative contexts, it has been mostly within the service recovery literature (Schoefer and Diamantopoulos 2008) where the negative feeling is typically caused by the service provider (Kalamas et al 2008).…”

mentioning

confidence: 99%

Moderating Role of Stress in Evaluating Negative Services

Singh

Duque

2012

Journal of Service Research

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Since negative services are usually sought during emergencies or when problems arise or to ensure against unwanted outcomes, they are typically accompanied by high levels of stress. Our study investigates the role of stress in evaluating such services. We examine citizen satisfaction with a specific negative service, police services, and the moderating role of stress in the evaluation of these services. Findings from our study confirm the moderating role of stress in satisfaction with police services, which determines the differential importance of service attributes: helping consumers manage the stress is more important for satisfaction when consumers are stressed while courtesy and speediness of service delivery are more important when consumers are not stressed. This can be the basis for training police officers to better understand the state the consumer is in and reinforce specific service features accordingly. The study adds to extant knowledge in three areas: (i) public/police services: satisfaction with a public service is valuable in evaluating government and agency performance (ii) negative services: they are an integral part of many service providers, yet understudied (iii) unpleasant affective state: people assign greater weight to unpleasant situations when making satisfaction judgments.

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“…Dalším důsledkem je klesající loajalita ze strany onoho zákazníka a ochota nadále používat produkty dané firmy. S rostoucí mírou nespokojenosti pak roste i pravděpodobnost, že svoji nespokojenost vyjádří nejen ve virtuálním prostředí, ale rozhodne se opustit danou společnost (Kalamas;Laroche & Makdessiann, 2008). Počet osob, které může osoba nespokojená s kvalitou služeb s minimálními náklady na šíření informace ovlivnit, roste s jejím významem a pozicí v sociální síti.…”

Section: Rešerše a Výzkumné Metodyunclassified

Presentation of the banking and telecommunications sector on Google+

Mesicek¹

2014

AIP

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Abstrakt: Příspěvek se zaměřuje na charakteristiku přítomnosti vybraných zástupců bankovního a telekomunikačního sektoru na sociální síti Google+. V první části je charakterizován zkoumaný soubor, následně jsou jednotlivé profily popsány z pohledu míry, způsobu jejich využití a také vystupování zástupců společnosti. V druhé části článku jsou diskutovány vybrané příspěvky významných osob na Google+ vztahující se ke zkoumaným sektorům. Byl zjištěn rozdíl ve způsobu používání profilů společnostmi a to jak ve frekvenci tvorby příspěvků, způsobu vystupování, tak i ve formě reakce na kritické příspěvky a komentáře. Zároveň byl na příkladech příspěvků významných osob popsán stav, kdy reakce zástupce společnosti přispěla k další eskalaci konfliktu a jeho šíření sociální sítí.Klíčová slova: Google+, bankovní sektor, telekomunikace, příspěvek, sociální síť. Abstract:The article focuses on examples of the presence of the banking and telecommunications sector on Google+. In the first part investigated set is described, and then the individual profiles are discussed from the perspective of the ways of their use and also behaving of company representatives is mentioned. In the second part of the article chosen posts of important individuals on Google+ related to the investigated sectors are discussed. The difference was found in the ways how companies use their profiles, in the posting frequency, communication styles and goals, as well as in the form of responses to critical posts and comments. Also, the examples of the contributions of significant individuals were described where the response of the representative contributed to the further conflict escalation and spread through social network.

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Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures

Cited by 136 publications

References 57 publications

Anger, frustration, and helplessness after service failure: coping strategies and effective informational support

Anger, frustration, and helplessness after service failure: coping strategies and effective informational support

Moderating Role of Stress in Evaluating Negative Services

Presentation of the banking and telecommunications sector on Google+

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