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Service receivers' negative emotions in airline and hospital service settings

Service receivers' negative emotions in airline and hospital service settings Purpose – The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital. Design/methodology/approach – A descriptive, convenience sampling survey method was used to collect data in South Africa consisting of a sample of 294 respondents at an airport and 288 respondents in a hospital. Data analysis included an exploratory factor analysis, and the results reported in this paper are based on the critical incident technique. Findings – The findings indicate both similarities and differences in service receivers' negative emotions between the two service settings. Furthermore, the results were found to be valid and reliable. Research limitations/implications – The results obtained pertaining to the negative emotions that service receivers experience in two service settings in South Africa may provide the foundation for further research and replication in other countries. Furthermore, the results can aid in refining and extending service providers' efforts of managing critical incidents in different service settings in airline and hospital service settings. Practical implications – Three main aspects of negative incidences in service encounters should be considered in strategies to manage critical incidents, namely those that are caused by: the service receiver; the service provider; or the service encounter context. Originality/value – This study complements and reinforces existing theory pertaining to the negative emotions service receivers' experience in negative service encounters. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Service receivers' negative emotions in airline and hospital service settings

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References (75)

Publisher
Emerald Publishing
Copyright
Copyright © 2012 Emerald Group Publishing Limited. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876041211266413
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital. Design/methodology/approach – A descriptive, convenience sampling survey method was used to collect data in South Africa consisting of a sample of 294 respondents at an airport and 288 respondents in a hospital. Data analysis included an exploratory factor analysis, and the results reported in this paper are based on the critical incident technique. Findings – The findings indicate both similarities and differences in service receivers' negative emotions between the two service settings. Furthermore, the results were found to be valid and reliable. Research limitations/implications – The results obtained pertaining to the negative emotions that service receivers experience in two service settings in South Africa may provide the foundation for further research and replication in other countries. Furthermore, the results can aid in refining and extending service providers' efforts of managing critical incidents in different service settings in airline and hospital service settings. Practical implications – Three main aspects of negative incidences in service encounters should be considered in strategies to manage critical incidents, namely those that are caused by: the service receiver; the service provider; or the service encounter context. Originality/value – This study complements and reinforces existing theory pertaining to the negative emotions service receivers' experience in negative service encounters.

Journal

Journal of Services MarketingEmerald Publishing

Published: Oct 5, 2012

Keywords: Negative emotions; Service receivers; Service providers; Recovery; Customer complaint; Complaint handling; Consumer behaviour; Critical incident technique; South Africa

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