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Negative emotions and their effect on customer complaint behaviour
-
- Tronvoll, Bård, 1964- (author)
- Hedmark Univ Coll, Elverum, Norway
- (creator_code:org_t)
- Emerald, 2011
- 2011
- English.
- In: Journal of Service Management. - : Emerald. - 1757-5818 .- 1757-5826. ; 22:1, s. 111-134
- Journal article (peer-reviewed)
Abstract
Subject headings
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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.
Subject headings
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Keyword
- Emotional dissonance
- Complaints
- Consumer behaviour
- Företagsekonomi
- Business Administration
Publication and Content Type
- ref (subject category)
- art (subject category)
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