Anger, frustration, and helplessness after service failure: coping strategies and effective informational support

By Katja Gelbrich. 2010

496 citations recorded by the source corpus.

Subfields: Experimental and Cognitive Psychology, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/e5699aafcc5873c4922bac086efe3b6d9aa50c1f

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In Experimental and Cognitive Psychology

In Organizational Behavior and Human Resource Management

In Social Psychology

Citations in the corpus

Moral disengagement of hotel guest negative WOM: moral identity centrality, moral awareness, and anger. (2014, methodology): “We chose hotel noise as a service failure that disrupts hotel guests‟ sleep (e.g., Gelbrich, 2010).”
When Hostile Consumers Wreak Havoc on Your Brand: The Phenomenon of Consumer Brand Sabotage (2016, methodology): “Frustration as a response to product and service failures has also been addressed in literature on customer retaliation and negative WOM (e.g., Gelbrich 2010), and most of our interviewees stated that a key emotional response was frustration, as illustrated by this quotation: “I cannot understand…”
Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods (2017, methodology): “PLS has also been used extensively in services research, for example, to analyze the impact of service failures (e.g., Gelbrich 2010; Heidenreich et al. 2015; van der Heijden et al. 2013) or the drivers of service satisfaction (Brady et al. 2012; Dellande et al. 2004; Hennig-Thurau et al. 2006).”
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, background): “Especially following a service failure, individuals’ negative emotions facilitate a dramatization of events (Gelbrich, 2010).”
The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, background): “While past studies have comprehensively examined customer coping methods following service failure incidents (Bose and Ye, 2015; Duhachek, 2005; Gelbrich, 2010; Sengupta et al., 2015), consumer forgiveness as a coping strategy has been overlooked in service settings (Tsarenko and Tojib, 2011).”