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
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.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Baron, R. M., & Kenny, D. A. (1986) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.51.6.1173 · Cited by 91,532
Lazarus, R. S. (1991) · doi:10.1093/oso/9780195069945.001.0001 · Cited by 12,691
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
The Cognitive Structure of Emotions
Ortony, A., Clore, G. L., & Collins, A. (1988) · doi:10.1017/cbo9780511571299 · Cited by 6,208
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462 · cited 7×
“However, note that Westbrook (1987) measured anger at a lower level of abstraction (a particular service encounter) than dissatisfaction (accumulated satisfaction with a service provider or summary satisfaction).”
BackgroundResultInfluentialRelations among emotion, appraisal, and emotional action readiness
Frijda, N. H., Kuipers, P., & ter Schure, E. (1989) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.57.2.212 · Cited by 2,379
Mano, H., & Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209361 · Cited by 1,973
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
Bitner, M. J., & Hubbert, A. R. (1994) · Service Quality: New Directions in Theory and Practice · doi:10.4135/9781452229102.n3 · Cited by 852
Crosby, L. A., & Stephens, N. (1987) · Journal of Marketing Research · doi:10.2307/3151388 · Cited by 456
Cited by
The price is unfair! A conceptual framework of price fairness perceptions
Xia, L., Monroe, K. B., & Cox, J. L. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.4.1.42733 · Cited by 1,474
Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions
DeWitt, T., Nguyen, D. T., & Marshall, R. (2008) · Journal of Service Research · doi:10.1177/1094670507310767 · Cited by 453
The Positive and Negative Effects of Switching Costs on Relational Outcomes
Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007) · Journal of Service Research · doi:10.1177/1094670507299382 · Cited by 446
Post-adoption behaviors of e-service customers: The interplay of cognition and emotion
Chea, S., & Luo, M. M. (2008) · International Journal of Electronic Commerce · doi:10.2753/jec1086-4415120303 · Cited by 188
The Mediating Role of Anticipated Guilt in Consumers’ Ethical Decision-Making
Steenhaut, S., & Van Kenhove, P. (2006) · Journal of Business Ethics · doi:10.1007/s10551-006-9090-9 · Cited by 185
Metadata
- Authors
- Bougie, R., Pieters, R., & Zeelenberg, M.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2003-09-01
- Volume
- 31
- Issue
- 4
- Pages
- 377-393
- ISSN
- 0092-0703 (ISSN-L)
- 0000-0000
- OpenAlex
- W2077947807
- Cited by
- 894
- References
- 9
- FWCI
- 15.43
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
Data sources
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.
