dc.contributor.author | Tronvoll, Bård | |
dc.date.accessioned | 2011-04-01T08:36:40Z | |
dc.date.available | 2011-04-01T08:36:40Z | |
dc.date.issued | 2011 | |
dc.identifier.citation | Tronvoll, B. (2011). Negative emotions and their effect on customer complaint behaviour. Journal of service management, 22(1), 111-134 | en_US |
dc.identifier.issn | 1757-5818 | |
dc.identifier.uri | http://hdl.handle.net/11250/134306 | |
dc.description | This is a postprint version of the article published in Journal of Service Management. You can find the published article here:http://www.emeraldinsight.com/journals.htm?articleid=1911641&show=abstract | en_US |
dc.description.abstract | Purpose: This study investigates pre-complaint situations and has a threefold purpose: (i) to identify a set of negative emotions experienced in unfavourable service experiences, (ii) to examine the patterns of these negative emotions and (iii) to link these negative emotions to complaint behaviour.
Design/methodology/approach: To fulfil the threefold purpose previously outlined, the study uses a combination of qualitative and quantitative methodologies. A critical incident technique is applied. The empirical data are derived from 25 in-depth interviews and the results of a questionnaire survey of 3104 respondents.
Findings: Twenty observed negative emotions are reduced to a second-order construct with five latent categories of negative emotions: (i) shame, (ii) sadness, (iii) fear, (iv) anger and (v) frustration. These categories coincide with three categories of negative emotions in the agency dimension: (i) other-attributed, (ii) self-attributed and (iii) situational-attributed. The study finds that the negative emotion of frustration is the best predictor for complaint behaviour towards the service provider.
Research limitations/implications: The results are limited by the fact that the data are entirely self-reported. Moreover, the generalisabilty of the results is limited by the fact that the findings relate to one service industry in one country.
Originality/value: The study provides a comprehensive conceptual understanding of both pre-complaint negative emotions and how these emotions affect customer complaint behaviour. | en_US |
dc.language.iso | eng | en_US |
dc.publisher | Journal of service management | en_US |
dc.source.uri | http://www.emeraldinsight.com/journals.htm?articleid=1911641&show=abstract | |
dc.subject | negative emotions | en_US |
dc.subject | customer complaint behaviour | en_US |
dc.subject | attribution | en_US |
dc.subject | frustration | en_US |
dc.title | Negative emotions and their effect on customer complaint behaviour | en_US |
dc.type | Journal article | en_US |
dc.type | Peer reviewed | en_US |
dc.subject.nsi | VDP::Social science: 200::Sociology: 220 | en_US |
dc.source.pagenumber | 111-134 | en_US |
dc.source.volume | 22 | |
dc.source.journal | Journal of Service Management | |
dc.source.issue | 1 | |
dc.identifier.doi | http://dx.doi.org/10.1108/09564231111106947 | |