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Cited by 894

The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.

Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services

Bougie, Roger, Pieters, Rik, Zeelenberg, Marcel·2003·Journal of the Academy of Marketing Science
DOI 10.1177/0092070303254412
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Abstract

This article investigates the specific experience of anger and dissatisfaction and their effects on customers' behavioral responses to failed service encounters across industries. Study 1 demonstrates that anger and dissatisfaction are qualitatively different emotions with respect to their idiosyncratic experiential content. Study 2 builds on these findings and shows how anger and service encounter dissatisfaction differentially affect customer behavior. It provides empirical support for the contention that anger mediates the relationship between service encounter dissatisfaction and customers' behavioral responses. The findings of Study 2 diverge from previous findings in marketing on the interrelationships between customer satisfaction/dissatisfaction, related consumption emotions, and customers' behavioral responses to service failure. The implications of these findings for services marketing theory and practice are delineated.

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Crossref · 10.1177/0092070303254412

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Metadata

Authors
Bougie, R., Pieters, R., & Zeelenberg, M.
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
2003-09-01
Volume
31
Issue
4
Pages
377-393
ISSN
  • 0092-0703 (ISSN-L)
  • 0000-0000
DOI
10.1177/0092070303254412
OpenAlex
W2077947807
Cited by
894
References
9
FWCI
15.43
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.