Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective

By Ruiying Cai, Lu Lu, D. Gursoy. Tourism Management, 2018

132 citations recorded by the source corpus.

Abstract Drawing upon the appraisal theory, this study proposes and tests a conceptual model to delineate customers’ evaluative process of disruptive customer behaviors in a shared service environment (e.g., theme parks, airplanes, restaurants). Using a scenario-based online experiment, two sets of data were collected from U.S. customers and analyzed by a series of regression analyses. Findings suggest that customers go through a systematic evaluative process of primary appraisal (e.g., congruence and relevance) and secondary appraisal (e.g., cognitions and emotions), which results in the development of coping behaviors (e.g., active and passive coping). Cognitions are found to have direct influences on passive and active coping. Perceived powerlessness, perceived betrayal, and perceived identity threat are identified as critical cognitions. Negative emotions are found to result in active coping. Primary appraisal (e.g., congruence and relevance) either directly affects coping behaviors, or indirectly through cognitions and negative emotions. Theoretical and managerial implications are further elaborated.

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

View Paper: https://www.semanticscholar.org/paper/d47f8c885a3aa5994a025e18175312e8c96f064b

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Citations in the corpus

Emotions in Tourism: Theoretical Designs, Measurements, Analytics, and Interpretations (2020, background): “…and Stewart 2005; Lefebvre, Hasford, and Wang 2019; Soscia 2007; L. Watson and Spence 2007), tourism research (Breitsohl and Garrod 2016; R. Cai, Lu, and Gursoy 2018; Choi and Choi 2019; Hosany 2012; Jiang 2019; Ma et al. 2013), and emerging studies on residents’ emotional states (Ouyang,…”
A Cognitive Appraisal Process of Customer Delight: The Moderating Effect of Place Identity (2020, background): “It is common for tourism studies that adopt CAT to aggregate appraisals into summary dimensions such as goal relevance and goal congruence (e.g., Cai, Lu, and Gursoy 2018; Ma et al. 2013).”