Diffusing Customer Anger in Service Recovery: A Conceptual Framework

By D. Nguyen, Janet R. Mccoll-Kennedy. 2003

86 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/b3e29fa41cddda8ccae71af9f11ce9ab41ada28f

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. H. Zourrig
2. Bård Tronvoll
3. Roy Toffoli
4. J. Chébat
5. Katja Gelbrich
6. Aarti Sood

In Social Psychology

1. H. Zourrig
2. Bård Tronvoll
3. Roy Toffoli
4. J. Chébat
5. Yany Grégoire
6. T. M. Tripp
7. Charles Dennis
8. Katja Gelbrich

In Sociology and Political Science

1. H. Zourrig
2. Bård Tronvoll
3. Roy Toffoli
4. J. Chébat
5. Yany Grégoire
6. T. M. Tripp
7. Katja Gelbrich
8. Aarti Sood

Citations in the corpus

• Consumer revenge behavior: A cross-cultural perspective (2009, background): “…well-being and personal stake or not), goal incongruence (i.e., the extent to which the wrongdoing prevents customers from achieving their wants and desires) and ego involvement (i.e., whether it touches one’s self esteem, moral values and meanings and ego ideas) (Nguyen and McColl-Kennedy, 2003).”
• Negative emotions and their effect on customer complaint behaviour (2011, background): “Several studies have linked negative emotions to customer behaviour, although the majority of studies within service research have utilised a limited number of negative emotions such as frustration (Stauss, Schmidt, and Schoeler 2005) or anger (Nguyen and McColl-Kennedy 2003).”