Frustration and Anger Mitigation After Service Failure: The Effect of Other Consumer’s Explanation and Employee’s Explanation on Frustration and Anger After the Service Failure

PURPOSE: Based on the attribution and appraisal theories of emotion, this study investigates whether a consumer’s frustration and anger after a service failure reduces in different ways after hearing explanations from different sources (other customer vs employee vs none) under different blame attri...

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Detalles Bibliográficos
Autor principal: Lee, Jee Eun
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Dove 2023
Materias:
Original Research
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10183187/
https://www.ncbi.nlm.nih.gov/pubmed/37193542
http://dx.doi.org/10.2147/PRBM.S406753

Internet

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10183187/
https://www.ncbi.nlm.nih.gov/pubmed/37193542
http://dx.doi.org/10.2147/PRBM.S406753

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