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Anger, Frustration and Helplessness after Service Failure : Coping Strategies and Effective Informational Support

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Gelbrich, Katja:
Anger, Frustration and Helplessness after Service Failure : Coping Strategies and Effective Informational Support.
In: Journal of the Academy of Marketing Science. Bd. 38 (2010) Heft 5. - S. 567-585.
ISSN 0092-0703

Volltext

Link zum Volltext (externe URL): http://www.springerlink.com/content/43158858031v62...

Kurzfassung/Abstract

We examine the crucial role of helplessness in explaining idiosyncratic coping responses to anger and frustration after service failure (a). Moreover, we examine the mitigating effect of informational support (i.e., explanations) on these emotions (b). With respect to (a), it is argued that the coincidence of anger (frustration) and high levels of helplessness enhances vindictive nWOM (support-seeking nWOM), whereas the coincidence of anger (frustration) and low levels of helplessness enhances vindictive complaining (problem-solving complaining). With respect to (b), it is argued that a retrospective explanation mitigates anger, whereas a prospective explanation mitigates helplessness. Using partial least squares modeling, these assumptions are tested and supported in an experiment and in a field survey with hotel guests. Finally, we delineate implications for theory and practice.

Weitere Angaben

Publikationsform:Artikel
Schlagwörter:Anger - Frustration - Helplessness - Service failure - Coping responses - Negative word-of-mouth - Complaining - Informational support - Explanations
Institutionen der Universität:Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Lehrstuhl für Allgemeine Betriebswirtschaftslehre und Internationales Management
Peer-Review-Journal:Ja
Titel an der KU entstanden:Nein
Eingestellt am:08. Jun 2011 15:35
Letzte Änderung:04. Okt 2012 11:24
URL zu dieser Anzeige:http://edoc.ku-eichstaett.de/7050/