Service provider responses to anxious and angry customers: different challenges, different payoffs

By K. Menon, Laurette Dube. 2004

136 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/bbe1746d756c847917244229eb24cd383298bbf7

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “Static CE Dynamic CE Development of CE construct Holbrook and Hirschman (1982), Bitner (1990), Hui and Bateson (1991), Bitner (1992), Arnould and Price (1993), Pine and Gilmore (1998), Carù and Cova (2003), Vargo and Lusch (2004), Verhoef et al. (2009), Patrı́cio et al. (2011), Achrol and Kotler (2”
Customer Experience Management in Retailing: Understanding the Buying Process (2009, background): “…and Grewal 2008), and anxious customers are more ikely to receive and positively evaluate supportive provider serices compared with angry customers (Menon and Dube 2004). hus, evaluations of a provider’s response appear to mediate he relationship between affect and satisfaction with the service…”
Satisfaction with service recovery: Perceived justice and emotional responses (2009, background): “Several authors stress that consumers' emotions during SR encounters influence their SSR (Menon and Dubé, 2004; Schoefer and Ennew, 2005; Smith and Bolton, 2002).”
Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant Setting (2008, background): “Feelings of worry are typically generated by undesirable and uncertain threats (Yi & Baumgartner, 2004), self-blame (Maute & Dubé, 1999), or attributions to uncontrollable causes (Menon & Dubé, 2004).”
The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes (2012, background): “…will explicitly show their negative emotions to the transgressor, while others will respond with anger, revengeful motivations, or avoidance of contact with the offender (McCullough, Bellah, Kilpatrick, & Johnson, 2001; Menon & Dubé, 2004; Yi & Baumgartner, 2004; Zourrig, Chebat, & Toffoli, 2009).”
Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers (2013, background): “However, there have been only a few studies examining emotional influences on satisfaction evaluation in a service failure and recovery context (Menon and Dubé, 2004; Zeelenberg and Pizters, 2004).”
The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, background): “These results are consistent with Menon and Dubé (2004) who state that customer evaluation of provider responses has a mediating role in the emotion intensity–satisfaction relationship.”
Moral disengagement of hotel guest negative WOM: moral identity centrality, moral awareness, and anger. (2014, background): “Indeed, the impact of emotion is particularly salient in the context of service failure in the hotel sector (Gelbrich, 2010; Sánchez-García & Currás-Pérez, 2011; Menon & Dubé, 2004; Smith & Bolton, 2002) and tourist experiences in general (del Bosque & Martín, 2008).”