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Negative emotions a...
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Tronvoll, Bård,1964-Hedmark Univ Coll, Elverum, Norway
(author)
Negative emotions and their effect on customer complaint behaviour
- Article/chapterEnglish2011
Publisher, publication year, extent ...
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Emerald,2011
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printrdacarrier
Numbers
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LIBRIS-ID:oai:DiVA.org:kau-2042
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https://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-2042URI
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https://doi.org/10.1108/09564231111106947DOI
Supplementary language notes
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Language:English
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Summary in:English
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Classification
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Subject category:ref swepub-contenttype
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Subject category:art swepub-publicationtype
Notes
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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.
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Hedmark Univ Coll, Elverum, Norway
(creator_code:org_t)
Related titles
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In:Journal of Service Management: Emerald22:1, s. 111-1341757-58181757-5826
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