Cargando…
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...
| Autor principal: | |
|---|---|
| Formato: | Online Artículo Texto |
| Lenguaje: | English |
| Publicado: |
Dove
2023
|
| Materias: | |
| 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 |