link.springer.com

Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services - Journal of the Academy of Marketing Science

  • ️Zeelenberg, Marcel
  • ️Mon Sep 01 2003

  • Arnold, M. B. 1960.Emotion and Personality. Vol. 1. New York: Columbia University Press.

    Google Scholar 

  • Averill, J. R. 1982.Anger and Aggression: An Essay on Emotion New York: Springer Verlag.

    Google Scholar 

  • Bagozzi, R. P., M. Gopinath, and P. U. Nyer. 1999. “The Role of Emotions in Marketing.”Journal of the Academy of Marketing Science 27: 184–206.

    Article  Google Scholar 

  • Baron, R. M. and D. A. Kenny. 1986. “The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations.”Journal of Personality and Social Psychology 51: 1173–1182.

    Article  Google Scholar 

  • Berkowitz, L., 1990. “On the Formation of Anger and Aggression: A Cognitive-Neoassocionistic Analysis.”American Psychologist 45 494–503.

    Article  Google Scholar 

  • Bitner, M. J. and A. R. Hubbert. 1994. “Encounter Satisfaction Versus Overall Satisfaction Versus Quality: The Customer's Voice.” InService Quality: New Directions in Theory and Practice Eds. R. T. Rust and R. L. Oliver. Thousand Oaks, CA: Sage, 72–94.

    Google Scholar 

  • Crosby, L. A. and N. Stephens. 1987. “Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry.”Journal of Marketing Research 24: 404–411.

    Article  Google Scholar 

  • Davitz, J. R. 1969.The Language of Emotion. New York: Academic Press.

    Google Scholar 

  • Day, R. L., 1983. “The Next Step: Commonly Accepted Constructs for Satisfaction Research.” InInternational Fare in Consumer Satisfaction and Complaining Behavior Eds. R. L. Day and K. H. Hunt. Bloomington: Indiana University Press, 113–117.

    Google Scholar 

  • Deffenbacher, J. L., E. R. Oeting, R. S. Lynch, and C. D. Morris. 1996. “The Expression of Anger and Its Consequences.”Behaviour Research and Therapy 34: 575–590.

    Article  Google Scholar 

  • Díaz, A. B. C. and F. J. M. Ruíz. 2002. “The Consumer's Reaction to Delays in Service.”International Journal of Service Industry Management 13: 118–140.

    Article  Google Scholar 

  • Dubé, L. and M. Maute. 1996. “The Antecedents of Brand Switching, Brand Loyalty and Verbal Response to Service Failure.”Advances in Services Marketing and Management 5: 127–151.

    Article  Google Scholar 

  • Feldman, J. M. and J. G. Lynch Jr. 1988. “Self-Generated Validity and Other Effects of Measurement on Belief, Attitude, Intention, and Behavior.”Journal of Applied Psychology 73: 431–435.

    Article  Google Scholar 

  • Folkes, V. S., 1988. “Recent Attribution Research in Consumer Behavior: A Review and New Directions”Journal of Consumer Research 14: 548–565.

    Article  Google Scholar 

  • —, S. Koletsky, and J. L. Graham. 1987. “A Field Study of Causal Inferences and Consumer Reaction: The View From the Airport.”Journal of Consumer Research 13: 534–539.

    Article  Google Scholar 

  • Frijda, N. H. 1986.The Emotions. Cambridge, UK: Cambridge University Press.

    Google Scholar 

  • —, P. Kuipers, and E. Ter Schure. 1989. “Relations Among Emotion, Appraisal, and Emotional Action Readiness”Journal of Personality and Social Psychology 57: 212–228.

    Article  Google Scholar 

  • Hastie, R. 1984. “Causes and Effects of Causal Attribution.”Journal of Personality and Social Psychology 46: 44–56.

    Article  Google Scholar 

  • Hunt, H. K. 1991. “Consumer Satisfaction, Dissatisfaction and Complaining Behavior.”Journal of Social Issues 47: 107–117.

    Article  Google Scholar 

  • Izard, C. E., 1977.Human Emotions New York: Plenum.

    Google Scholar 

  • Lazarus, R. S., 1991.Emotion and Adaptation. Oxford, UK: Oxford University Press.

    Google Scholar 

  • Mano, H. and R. L. Oliver. 1993. “Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction.”Journal of Consumer Research 20: 451–466.

    Article  Google Scholar 

  • Matelesta, C. and C. Izard. 1984. “The Facial Expression of Emotion: Young, Middle-Aged, and Older Adult Expressions.” InEmotion in Adult Development Eds. C. Matelesta and C. Izard Beverly Hills, CA: Sage, 253–273.

    Google Scholar 

  • Maute, M. and W. R. Forrester Jr. 1993. “The Structure and Determinants of Complaint Intentions and Behavior.”Journal of Economic Psychology 14: 219–247.

    Article  Google Scholar 

  • Nyer, P. U., 1997a. “Modeling the Cognitive Antecedents of Post-Consumption Emotions”Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 10: 80–90.

    Google Scholar 

  • —, 1997b. “A Study of the Relationships Between Cognitive Appraisals and Consumption Emotions”Journal of the Academy of Marketing Science 25: 296–304.

    Article  Google Scholar 

  • — 1998. “The Effects of Satisfaction and Consumption Emotion on Actual Purchasing Behavior.”Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 11: 62–68.

    Google Scholar 

  • Oliver, R. L. 1996.Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.

    Google Scholar 

  • — 2000. “Customer Satisfaction With Service.” InHandbook of Service Marketing and Management Eds. D. Iacobucci and T. Swartz. Thousand Oaks, CA: Sage, 247–254.

    Google Scholar 

  • Ortony, A. G. L. Clore and A. Collins. 1988.The Cognitive Structure of Emotions. Cambridge, UK: Cambridge University Press.

    Google Scholar 

  • Ping, R. A. Jr. 1993. “The Effects of Satisfaction and Structural Constraints on Retailer Exiting, Voice, Loyalty, Opportunism, and Neglect.”Journal of Retailing 69: 320–352.

    Article  Google Scholar 

  • Plutchik, R. 1980.Emotion: A Psychoevolutionary Synthesis. New York: Harper & Row.

    Google Scholar 

  • Richins, M. L. 1983. “Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study.”Journal of Marketing 47: 68–78.

    Article  Google Scholar 

  • —, 1987. “A Multivariate Analysis of Responses to Dissatisfaction”Journal of the Academy of Marketing Science 15: 24–31.

    Article  Google Scholar 

  • Riley, T. 2002.C.H.A.R.M. School: Lessons in Customer Hostility and Rage Management. Santa Cruz, CA: Applied Psychology Press.

    Google Scholar 

  • Roseman, I. J., C. M. S. Wiest, and T. S. Swartz. 1994. “Phenomenology, Behaviors, and Goals Differentiate Discrete Emotions”Journal of Personality and Social Psychology 67: 206–211.

    Article  Google Scholar 

  • —, A. A. Antoniou, and P. E. Jose. 1996. “Appraisal Determinants of Emotions: Constructing a More Accurate and Comprehensive Theory.”Cognition and Emotion 10: 241–277.

    Article  Google Scholar 

  • Ruth, J. A., F. F. Brunel, and C. C. Otnes. 2002. “Linking Thoughts to Feelings: Investigating Cognitive Appraisals and Consumption Emotions in a Mixed Emotions Context.”Journal of the Academy of Marketing Science 30: 44–58.

    Article  Google Scholar 

  • Scherer, K. R. 1982. “Emotion as a Process: Function, Origin and Regulation.”Social Science Information 21: 555–570.

    Article  Google Scholar 

  • — 1984. “Emotion as a Multi-Component Process.” InReview of Personality and Social Psychology: Vol. 5. Emotions, Relationships, and Health. Ed. P. Shaver. Beverly Hills, CA: Sage, 37–63.

    Google Scholar 

  • Schieman, S. 1999. “Age and Anger.”Journal of Health and Social Behavior 40: 273–289.

    Article  Google Scholar 

  • Sharma, S., R. M. Durand, and O. Gur-Arie. 1981. “Identification and Analysis of Moderator Variables.”Journal of Marketing Research 18: 291–300.

    Article  Google Scholar 

  • Shaver, P., J. Schwartz, D. Kirson, and C. O'Connor. 1987. “Emotion Knowledge: Further Exploration of the Prototype Approach.”Journal of Personality and Social Psychology 52: 1061–1086.

    Article  Google Scholar 

  • Singh, J. 1988. “Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues.”Journal of Marketing 52: 93–107.

    Article  Google Scholar 

  • — and R. E. Wilkes. 1996. “When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates.”Journal of the Academy of Marketing Science 24: 350–365.

    Article  Google Scholar 

  • Smith, A. K. and R. N. Bolton. 2002. “The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments.”Journal of the Academy of Marketing Science, 30: 5–23.

    Article  Google Scholar 

  • Spreng, R. A., S. B. MacKenzie, and R. W. Olshavsky. 1996. “A Reexamination of the Determinants of Consumer Satisfaction.”Journal of Marketing 60: 15–32.

    Article  Google Scholar 

  • Srivastava, V. K. and D. E. A. Giles. 1987.Seemingly Unrelated Regression Equations Models: Estimation and Inference. New York: Dekker.

    Google Scholar 

  • StataCorp. 1999.Stata Statistical Software: Release 6.0. College Station, TX: Stata Corporation.

    Google Scholar 

  • Storm, C. and T. Storm 1987. “A Taxonomic Study of the Vocabulary of Emotions.”Journal of Personality and Social Psychology 53: 805–816.

    Article  Google Scholar 

  • Swan, J. E. and R. L. Oliver. 1989. “Postpurchase Communications by Consumers.”Journal of Retailing 65: 516–533.

    Google Scholar 

  • Taylor, S., 1994. “Waiting for Service: The Relationship Between Delays and Evaluations of Service.”Journal of Marketing 58: 56–69.

    Article  Google Scholar 

  • Wallbott, H. G. and K. R. Scherer. 1988. “How Universal and Specific Is Emotional Experience? Evidence From 27 Countries on Five Continents.” InFacets of Emotion: Recent Research. Ed. K. R. Scherer. Hillsdale, NJ: Lawrence Erlbaum, 31–56.

    Google Scholar 

  • Watson, D. and A. Tellegen. 1985. “Toward a Consensual Structure of Mood.”Psychological Bulletin 98: 219–235.

    Article  Google Scholar 

  • Weiner, B., 1986.An Attributional Theory of Motivation and Emotion. New York: Springer-Verlag.

    Google Scholar 

  • Wesbrook, R. A., 1987. “Product/Consumption-Based Affective Responses and Postpurchase Processes.”Journal of Marketing Research 24: 258–270.

    Article  Google Scholar 

  • Zeelenberg, M. and R. Pieters. In press. “Beyond Valence in Customer Dissatisfaction: Behavioral Responses to Regret and Disappointment in Failed Services.”Journal of Business Research.

  • —, W. W. Van Dijk, A. S. R. Manstead, and J. Van der Pligt. 1998. “The Experience of Regret and Disappointment.”Cognition and Emotion 12: 221–230.

    Article  Google Scholar 

  • Zeithaml, V. A. L. L. Berry, and A. Parasuraman. 1996. “The Behavioral Consequences of Service Quality.”Journal of Marketing 60: 31–46.

    Article  Google Scholar