Purpose – The purpose of this paper is to explore consumer anger phenomena. Design/methodology/approach – The research utilized the critical incident technique and three different samples to thoroughly explore the consumer anger phenomena. Findings – The research identified three causes of consumer anger: broken promises, unfair treatment and expressed hostility, and detailed the effects of consumer anger beyond decisions to continue or terminate service provider relationships. Research limitations/implications – Future research could examine the role switching barriers play in consumer anger episodes. Practical implications – Angering consumers comes with an array of damaging consequences that extend beyond the decision to continue or terminate the service provider relationship. As a result, managers must realize that the absence of switching behavior does not necessarily constitute success. Originality/value – This study extends previous research by using a grounded theory approach to uncover three broad causes of consumer anger. In addition, this study reveals consumer use of additional consequences (i.e. reducing patronage, changing locations, avoiding certain employees) in response to anger evoking encounters.
Journal of Services Marketing – Emerald Publishing
Published: Sep 13, 2011
Keywords: Emotions; Service failures; Negative service encounters; Critical incident technique; Anger; Consumers; Emotional dissonance
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera