Service provider responses to anxious and angry customers: Different challenges, different payoffs

Journal of Retailing

Volumn 80, Issue 3, 2004, Pages 229-237

  Menon, Kalyani ^a   Dubé, Laurette ^b  

^a WILFRID LAURIER UNIVERSITY   (Canada)

^b MCGILL UNIVERSITY   (Canada)

Author keywords

Adaptive provider response; Consumer emotions

Indexed keywords

EID: 7044241368     PISSN: 00224359     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretai.2003.11.002     Document Type: Article

References (27)

1. James Averill Anger and aggression: An essay on emotion 1982 Springer-Verlag Inc. New York, USA
2. Peter Bentler EQS: Structural equations program manual 1992 BMDP Statistical Software Los Angeles, USA
3. Carolyn Cutrona Stress and social support-In search of optimal matching Journal of Social and Clinical Psychology 9 Spring 1990 3-14
4. Christine Dunkel-Schetter Susan Folkman Richard Lazarus Correlates of social support receipt Journal of Personality and Social Psychology 53 July 1987 71-80
5. Julie Fitness Garth Fletcher Love, hate, anger, and jealousy in close relationships: A prototype and cognitive appraisal analysis Journal of Personality and Social Psychology 65 November 1993 942-958
6. Valerie Folkes Susan Kotelsky John Graham A field study of causal inferences and consumer reaction: The view from the airport Journal of Consumer Research 13 April 1987 534-539
7. Susan Folkman Richard Lazarus Christine Dunkel-Schetter Anita DeLongis Rand Gruen Dynamics of a stressful encounter: Cognitive attribution, coping, and encounter outcomes Journal of Personality and Social Psychology 50 May 1986 992-1003
8. Brooks Gump James Kulik Stress, affiliation, and emotional contagion Journal of Personality and Social Psychology 72 February 1997 305-319
9. Robert Harlow Nancy Cantor To whom do people turn when things go poorly? Task orientation and functional social contacts Journal of Personality and Social Psychology 69 August 1995 329-340
10. Elaine Hatfield John Cacioppo Richard Rapson Emotional contagion 1994 Cambridge University Press Paris, France
11. Arlie Hochschild The ManagedHeart 1983 University of California Press Berkeley
12. Robert Holt On the interpersonal and intrapersonal consequences of expressing or not expressing anger Journal of Consulting and Clinical Psychology 35 February 1970 8-12
13. Carol Lane Steven Hobfoll How loss affects anger and alienates potential supporters Journal of Consulting and Clinical Psychology 60 December 1992 935-942
14. Richard Lazarus Emotion and adaptation 1991 Oxford University Press New York, USA
15. Kalyani Menon Laurette Dubé Engineering effective interpersonal responses to customer emotions for higher satisfaction Journal of Retailing 76 Fall 2000 285-307
16. Prashanth Nyer A study of the relationships between cognitive appraisals and consumption emotions Journal of the Academy of Marketing Science 25 Fall 1997 269-304
17. Richard Oliver Satisfaction: A behavioral perspective on the consumer 1997 McGraw-Hill New-York, USA
18. Michel Pham Representativeness, relevance, and the use of feelings in decision making Journal of Consumer Research 25 September 1998 144-159
19. Julie Ruth Frederic Brunel Cele Otnes Linking thoughts to feelings: Investigating cognitive appraisals and consumption emotions in a mixed-emotions context Journal of the Academy of Marketing Science 30 Winter 2002 44-55
20. Phillip Shaver Judith Schwartz Donald Kirson Cary O'Connor Emotion knowledge: Further exploration of a prototype approach Journal of Personality and Social Psychology 52 June 1987 1061-1086
21. J. Simpson W. Rholes J. Nelligan Support seeking and support giving within couples in an anxiety-provoking situation: The role of attachment styles Journal of Personality and Social Psychology 62 1992 434-446
22. Amy K. Smith Ruth N. Bolton The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments Journal of the Academy of Marketing Science 30 January 2002 5-23
23. Craig Smith Phoebe Ellsworth Patterns of cognitive appraisal in emotion Journal of Personality and Social Psychology 48 April 1985 813-838
24. J. Suls B. Fletcher The relative efficacy of avoidant and non-avoidant coping strategies: A meta-analysis Health Psychology 4 May 1985 249-288
25. Peggy Thoits Social support as coping assistance Journal of Consulting and Clinical Psychology 54 August 1986 416-423
26. Krista K. Trobst An interpersonal conceptualization and quantification of social transaction Personality and Social Psychology Bulletin 26 August 2000 971-986
27. Barton Weitz Harish Sujan Mita Sujan Knowledge, motivation, and adaptive behavior: A framework for improving selling effectiveness Journal of Marketing 50 October 1986 174-191