Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses

By Carolyn M. Bonifield, Catherine A. Cole. 2007

345 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/d5a835fbecff894afec27923c824905387e92cfc

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In Organizational Behavior and Human Resource Management

In Social Psychology

Citations in the corpus

“I’m Mad and I Can’t Get That Service Failure Off My Mind” (2012, background): “…of customer emotions, especially negative ones, has been demonstrated in a variety of business contexts (Luce 1998; Matilla and Enz 2002; Ruth, Brunel, and Otnes 2002; Schoefer and Diamantopoulos 2008), including service failures (Bonifield and Cole 2007; Dallimore, Sparks, and Butcher 2007).”
Anger, frustration, and helplessness after service failure: coping strategies and effective informational support (2010, methodology): “For our experimental design, we followed Bonifield and Cole (2007, 2008) by manipulating appraisals and provider support in written scenarios.”
Emotions that Drive Consumers Away from Brands: Measuring Negative Emotions Toward Brands and Their Behavioral Effects (2012, background): “Recent studies (Bonifield & Cole, 2007; Bougie et al., 2003; Nyer, 1997; Soscia, 2007; Zeelenberg & Pieters, 2004) reveal that specific negative emotions have differential effects on customer behavioral responses to service failures.”
Perceived Organizational Motives and Consumer Responses to Proactive and Reactive CSR (2011, methodology): “Because the interaction effects of the independent variables differed for different dependent variables, we tested our hypotheses using univariate ANOVAs for each of the three attributions (see Table IV; Bonifield and Cole, 2007).”
A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power (2010, background): “The most studied behaviors are negative WOM (Gregoire and Fisher 2006; Wetzer et al. 2007), verbal attack ( Bonifield and Cole 2007; Huefner and Hunt 2000), and switching for a suboptimal option (Bechwati and Morrin 2003).”
When Do Customers Offer Firms a 'Second Chance' Following a Double Deviation? The Impact of Inferred Firm Motives on Customer Revenge and Reconciliation (2013, background): “Expanding upon this typology, recent research hows that customers may also engage in vindictive complaining y verbally attacking firm employees, not to resolve their comlaints but to seek revenge, and by complaining to third parties to ause inconvenience to firms (Bonifield and Cole 2007).”
Emotions and new venture judgment in China (2011, methodology): “Anticipated emotions Anticipated emotions are measured by the emotion list of Bosman and Winden (2002). These emotions were rated by six-point Likert scale (1=not at all, 6=extremely).”
Exploring consumer conflict management in service encounters (2010, background): “Research identifies that consumers respond to conflict with service providers in different ways (Bonifield and Cole 2007; Grégoire et al. 2009; Schneider and Bowen 1999; Zourrig et al. 2009).”
Moral disengagement of hotel guest negative WOM: moral identity centrality, moral awareness, and anger. (2014, background): “Anger is a common and morally relevant emotional reaction to a service failure (e.g., Bonifield & Cole, 2007; 2008; Gelbrich, 2010; Gino & Schweitzer, 2008; Sánchez-García & Currás-Pérez, 2011).”