The effect of emotional provider support on angry versus anxious consumers

By K. Menon, Laurette Dube. 2007

97 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/5dc94b09e2a830c8612591801d9a8d17f1c0f40b

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Modeling regret effects on consumer post‐purchase decisions (2011, background): “Consumer behavior research indicates that negative emotions can result from events that are relevant to but incongruent with consumption goals ( Menon and Dube, 2007”
What is Quality? An Integrative Framework of Processes and States (2012, background): “Third, co-production enables firms to monitor customers’ emotions, which allows managers to adjust produced attributes in real time (Menon and Dubé 2007).14 This may involve changing the level of an existing attribute (e.g., faster service) or adding new attributes (e.g., free wine with dinner) to…”
Mediating Effects of Place Attachment and Satisfaction on the Relationship between Tourists’ Emotions and Intention to Recommend (2017, background): “Hence, consumers mitigate the importance of negative emotions in their evaluations of experiences (Lerner and Keltner 2001; Menon and Dubé 2007).”
“I’m Mad and I Can’t Get That Service Failure Off My Mind” (2012, methodology): “To measure traditional WOM, we used three items from Gelbrich (2010) and Menon and Dubé (2007) and modified them to measure online WOM.”
In stories we trust: How narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts (2010, unknown): “In this respect, apologies should evoke more empathy than denials because of their inherent capacity to move readers (Menon & Dubé, 2007).”
Anger, frustration, and helplessness after service failure: coping strategies and effective informational support (2010, background): “This is because customers who do not blame the provider for a failure seek to get help to remedy the situation rather than to harm the provider ( Menon and Dube 2007 ).”