A Typology of Consumers' Emotional Response Styles during Service Recovery Encounters

A Typology of Consumers' Emotional Response Styles during Service Recovery Encounters Previous efforts investigating consumers' response styles during service failure and recovery encounters have focused on behavioural elements and, by and large, neglected the important issue of emotions elicited in this context. The present study uses experienced emotions during service recovery encounters as a way of classifying complainants and links the resultant typology to the relationship quality indicators of satisfaction, trust and commitment. By doing so, it serves as an empirically grounded basis for subsequently deriving strategies and tactics for successful recovery from service failures. The results reveal four distinct emotional response styles which are associated with perceptions of relationship quality following service recovery encounters. Managerial implications of the findings are discussed and future research directions identified. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png British Journal of Management Wiley

A Typology of Consumers' Emotional Response Styles during Service Recovery Encounters

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Publisher
Wiley
Copyright
© 2008 British Academy of Management
ISSN
1045-3172
eISSN
1467-8551
DOI
10.1111/j.1467-8551.2008.00589.x
Publisher site
See Article on Publisher Site

Abstract

Previous efforts investigating consumers' response styles during service failure and recovery encounters have focused on behavioural elements and, by and large, neglected the important issue of emotions elicited in this context. The present study uses experienced emotions during service recovery encounters as a way of classifying complainants and links the resultant typology to the relationship quality indicators of satisfaction, trust and commitment. By doing so, it serves as an empirically grounded basis for subsequently deriving strategies and tactics for successful recovery from service failures. The results reveal four distinct emotional response styles which are associated with perceptions of relationship quality following service recovery encounters. Managerial implications of the findings are discussed and future research directions identified.

Journal

British Journal of ManagementWiley

Published: Sep 1, 2009

References

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