im PublikationsserverTitelangaben
Gelbrich, Katja:
Anger, Frustration and Helplessness after Service Failure : Coping Strategies and Effective Informational Support.
In: Journal of the Academy of Marketing Science. 38 (2010) 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.
Forschungsprojekte
Ärger, Frustration und Hilflosigkeit nach einem Servicefehler
Weitere Angaben
| Publikationsform: | Artikel |
|---|---|
| Schlagwörter: | Anger - Frustration - Helplessness - Service failure - Coping responses - Negative word-of-mouth - Complaining - Informational support - Explanations |
| Sprache des Eintrags: | Englisch |
| Institutionen der Universität: | Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > ABWL und Internationales Management |
| Peer-Review-Journal: | Ja |
| Verlag: | Springer Science + Business Media LLC |
| Die Zeitschrift ist nachgewiesen in: | |
| Titel an der KU entstanden: | Nein |
| KU.edoc-ID: | 7050 |
Letzte Änderung: 11. Nov 2021 13:23
URL zu dieser Anzeige: https://edoc.ku.de/id/eprint/7050/
