The Contrasting Influences of Incidental Anger and Fear on Responses to a Service Failure
Publication in refereed journal

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其它資訊
摘要Customers’ disposition to register a formal complaint about an inferior product or poor service is often mediated by attributions of responsibility. However, the anger or fear that people happen to be experiencing for totally irrelevant reasons can also influence this disposition. Two field studies and four laboratory experiments indicate that when people feel angry at the time they encounter a service failure, they are more likely to blame the service provider for the failure and more likely to register a complaint. When they experience fear, however, they are uncertain about the cause of their misfortune and decrease their negative reactions relative to conditions in which fear is not experienced. The effects of these incidental emotions are evident both when a service failure is personally experienced and when it is only observed. These effects are eliminated, however, when individuals do not have the cognitive resources available to assess the reasons for the service failure and the conditions surrounding it.
著者Su Lei, Lisa C. Wan, Robert S. Wyer
期刊名稱Psychology and Marketing
出版年份2018
月份9
卷號35
期次9
出版社Wiley
頁次666 - 675
國際標準期刊號0742-6046
電子國際標準期刊號1520-6793
語言美式英語

上次更新時間 2021-22-11 於 23:56