Negative emotions and their effect on customer complaint behaviour

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MARC

Tronvoll, Bård,1964-Hedmark Univ Coll, Elverum, Norway (author)

Negative emotions and their effect on customer complaint behaviour

Article/chapterEnglish2011

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Emerald,2011
printrdacarrier

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LIBRIS-ID:oai:DiVA.org:kau-2042
https://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-2042URI
https://doi.org/10.1108/09564231111106947DOI

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Language:English
Summary in:English

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Subject category:ref swepub-contenttype
Subject category:art swepub-publicationtype

Notes

Purpose – This study aims to investigate pre-complaint situations and has a threefold purpose: to identify a set of negative emotions experienced in unfavourable service experiences, to examine the patterns of these negative emotions and to link these negative emotions to complaint behaviour. Design/methodology/approach – To fulfil the threefold purpose previously outlined, the study uses a combination of qualitative and quantitative methodologies. A critical incident technique is applied. The empirical data are derived from 25 in-depth interviews and the results of a questionnaire survey of 3,104 respondents. Findings – A total of 20 observed negative emotions are reduced to a second-order construct with five latent categories of negative emotions: shame, sadness, fear, anger and frustration. These categories coincide with three categories of negative emotions in the agency dimension: other-attributed, self-attributed and situational-attributed. The study finds that the negative emotion of frustration is the best predictor for complaint behaviour towards the service provider.Research limitations/implications – The results are limited by the fact that the data are entirely self-reported. Moreover, the generalisabilty of the results is limited by the fact that the findings relate to one service industry in one country. Originality/value – The study provides a comprehensive conceptual understanding of both pre-complaint negative emotions and how these emotions affect customer complaint behaviour.

Subject headings and genre

SAMHÄLLSVETENSKAP Ekonomi och näringsliv Företagsekonomi hsv//swe
SOCIAL SCIENCES Economics and Business Business Administration hsv//eng
Emotional dissonance
Complaints
Consumer behaviour
Företagsekonomi
Business Administration

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Hedmark Univ Coll, Elverum, Norway (creator_code:org_t)

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In:Journal of Service Management: Emerald22:1, s. 111-1341757-58181757-5826

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SOCIAL SCIENCES: SOCIAL SCIENCES; and Economics and Bu ...; and Business Adminis ...

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