Purpose – The objective of this paper is to test the validity and reliability of a SOS construct and its dimensions (i.e. self, other and situational) of negative emotions in the context of consumers' service experience (CSE) and the following processes of service recovery by firms (SRF). Design/methodology/approach – A triangular approach was used, based on interviews and a survey in the Norwegian tourism industry. This paper reports the results from the survey consisting of 3,104 customers. Findings – Exploratory and confirmatory factor analyses have been used to examine and test the SOS construct of negative emotions in CSE and SRF. The SOS construct tested has indicated an acceptable fit, validity and reliability. Research limitations/implications – The SOS construct of CSE and SRF may be seen as a seed for future research in refining and extending endeavors of managing critical incidents in CSE and SRF. Practical implications – Strategies to manage CSE and SRF should be aimed at solving the three different SOS dimensions of negative incidents in service encounters, namely those that are caused by the customer, the company, or the situation. Originality/value – The SOS construct brings together, complements and fortifies existing theory and previous research in the context of negative emotions in CSE and SRF.
Journal of Services Marketing – Emerald Publishing
Published: Aug 2, 2011
Keywords: Emotions; Service experience; Recovery; Complaints; Consumer behaviour; Customer service management; Tourism; Norway
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