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

By M. Kalamas, Michel Laroche, Lucy Makdessian. 2008

160 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/13df5e23e99cbe971b860a9bca2ce155572ea722

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Julie A. Ruth
2. Yuliya Strizhakova
3. Katja Gelbrich
4. Yelena Tsarenko
5. Riza Casidy
6. L. Harris
7. Hongwei He
8. Hyunju Shin

In Sociology and Political Science

1. Julie A. Ruth
2. Yuliya Strizhakova
3. Katja Gelbrich
4. Yelena Tsarenko

Citations in the corpus

• “I’m Mad and I Can’t Get That Service Failure Off My Mind” (2012, background): “In service failures, anger generally elicits heightened expressive tendencies (Bonifield and Cole 2007; Kalamas, Laroche, and Makdessian 2008).”
• Anger, frustration, and helplessness after service failure: coping strategies and effective informational support (2010, background): “Hence, anger (rather than guilt) is considered to be the most dominant affective reaction to service failures ( Kalamas et al. 2008 ).”