The Role of Emotions in Translating Perceptions of (In)Justice into Postcomplaint Behavioral Responses

By K. Schoefer, Adamantios Diamantopoulos. 2008

205 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/dea84041d3706df9ff15f07b385f8cbf43382c35

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Positive and negative behaviours resulting from brand attachment: The moderating effects of attachment styles (2018, background): “Negative WOM refers to interpersonal communication that belittles a firm or brand regarding its products and services, which is driven by emotions (Richins, 1983; Schoefer and Diamantopoulos, 2008).”
Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport (2013, background): “Customer perceptions of employee interpersonal behaviors, such as the display of respect and efforts to address customers’ problems (Schoefer and Diamantopoulos, 2008), and employee customer orientation (i.”
On the Role of Empathy in Customer-Employee Interactions (2012, background): “Given the relative importance of emotions in service encounters (Gabbott, Tsarenko and Wai 2011; Schoefer and Diamantopoulos 2008), we conclude that an extended, multidimensional approach is more capable of reflecting the psychological complexity of service interactions.”
“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).”
The effects of emotions on football spectators' satisfaction and behavioural intentions (2012, background): “A common assumption in the service-related literature is that positive emotions stimulate favourable behavioural intentions, whereas negative emotions have the opposite effect (Schoefer & Diamantopoulos, 2008).”
Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008, background): “On the other hand, because negative WOM is more emotionally based, is passed on more immediately, and therefore has a greater association with an intentional/ behavioral component ( Schoefer and Diamantopoulos 2008; Sweeney et al. 2005), we can predict that (dis)loyalty is more strongly associated ”
Tourism satisfaction effect on general country image, destination image, and post-visit intentions (2015, result): “Such an assumption was also consistent with various studies in other disciplines such as advertising or retailing, which showed that emotions can lead to much stronger reactions than pure cognitions (Donovan and Rossiter, 1982; Schoefer and Diamantopoulos, 2008).”