Moderating role of stress in evaluating negative services: Encounters with the police

Journal of Service Research

Volumn 15, Issue 2, 2012, Pages 231-241

  Singh, Sangeeta ^a   Duque, Lola C ^b  

^a BI NORWEGIAN BUSINESS SCHOOL   (Norway)

^b DEPARTMENT OF BUSINESS ADMINISTRATION   (Spain)

Author keywords

negative services; police services; pre existing affect; satisfaction; stress

Indexed keywords

EID: 84860640012     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670511435563     Document Type: Review

References (62)

1. Anderson Eugene W.,Mittal Vikas."Strengthening the Satisfaction-Profit Chain,".Journal of Service Research. 2000;3 (2): 107-120.
2. Anderson Shannon,Pearo Lisa Klein,Widener Sally K."Drivers of Service Satisfaction,".Journal of Service Research. 2008;10 (4): 365-381.
3. Athanassopoulos Andreas,Gounaris Spiros,Stathakopoulos Vlassis."Behavioural Responses to Customer Satisfaction: An Empirical Study,".European Journal of Marketing. 2001;35 ((5/6)): 687-707.
4. Babin Barry J.,Lee Yon-ki,Kim Eun-Ju,Griffin Mitch."Modeling Consumer Satisfaction and Word-of-Mouth: Restaurant Patronage in Korea,".Journal of Services Marketing. 2005;19 (3): 133-139.
5. Bagozzi Richard P.,Gopinath Mahesh,Nyer Prashanth U."The Role of Emotions in Marketing,".Journal of the Academy of Marketing Science. 1999;27 (2): 184-206.
6. Berry Leonard L.,Bendapudi Neeli."Health Care: A Fertile Field of Service Research,".Journal of Service Research. 2007;10 (2): 111-122.
7. Bitner Mary J."Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,".Journal of Marketing. 1990;54 (April): 69-82.
8. Bouckaert Geert,Walle Steven Van de."Comparing Measures of Citizen Trust and User Satisfaction as Indicators of "Good Governance": Difficulties in Linking Trust and Satisfaction Indicators,".International Review of Administrative Sciences. 2003;69 (3): 329-343.
9. Brown Tom J.,Kirmani Amna."The Influence of Pre-Encounter Affect on Satisfaction with an Anxiety-Provoking Service Encounter,".Journal of Service Research. 1999;1 (4 (May)): 333-346.
10. Cervera Amparo,Mollá Alejandro,Sánchez Manuel."Antecedents and Consequences of Market Orientation in Public Organizations,".European Journal of Marketing. 2001;35 (11-12): 1259-1288.
11. Donovan Robert J.,Rossiter John R."Store Atmosphere: An Environmental Psychology Approach,".Journal of Retailing. 1982;58 (Spring): 34-57.
12. Dubé Laurette,Menon Kalyani."Managing Emotions,".Marketing Health Services. 1998;18 (3): 37-42.
13. Easterbrook James A."The Effect of Emotion on Cue Utilization and the Organization of Behavior,".Psychological Review. 1959;66 (3): 183-201.
14. Elder Glen H.,George Linda K.,Shanahan Michael J.Psychosocial Stress: Perspective on Structure, Theory, Life Course, and Methods. Kaplan H. B., ed. Orlando, FL: Academic; 1996:.
15. Fournier Susan,Mick David Glen."Rediscovering Satisfaction,".Journal of Marketing. 1999;63 (October): 5-23.
16. Furstenberg Frank F.,Wellford Charles F."Calling the Police: The Evaluation of Police Service,".Law and Society Review. 1973;7 (3): 393-406.
17. Gierveld Jenny de Jong,Dykstra Pearl A.Advances in Personal Relationships. Perlman D.Jones W. H., ed. London, UK: Jessica Kingsley Publishers; 1993:.
18. Gorn Gerald J.,Goldberg Marvin E.,Basu Kunal."Mood, Awareness and Product Evaluation,".Journal of Consumer Psychology. 1993;2 (3): 237-256.
19. Gorn Gerald,Pham Michel T.,Sin Leo Y."When Arousal Influences Ad Evaluation and Valence Does Not (and vice versa),".Journal of Consumer Psychology. 2001;11 (1): 43-55.
20. Hair Joseph H.,Anderson Rolph E.,Tatham Ronald L.,Black William C.Multivariate Data Analysis. Upper Saddle River, NJ: Prentice Hall; 1998:.
21. Heintzman Ralph,Marson Brian."People, Service and Trust: is there a Public Sector Service Value Chain?,".International Review of Administrative Sciences. 2005;71 (4): 549-575.
22. Hirschman Albert O.Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations and States. Cambridge, MA: Harvard University Press; 1970:.
23. Holmes John H.,Lett John D."Product Sampling and word of Mouth,".Journal of Advertising Research. 1977;17 (5): 35-40.
24. Janis I. L. EdDecision-making Under Stress. New York, NY: Free Press; 1982:.
25. Jiang Ying,Wang Cheng Lu."The Impact of Affect on Service Quality and Satisfaction: The Moderation of Service Context,".Journal of Services Marketing. 2006;20 (4): 211-218.
26. Kalamas Maria,Laroche Michel,Makdessian Lucy."Reaching the Boiling Point: Consumers' Negative Affective Reactions to Firm-Attributed Aervice Failures,".Journal of Business Research. 2008;61 (8): 813-824.
27. Kelly Janet M."The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration,".Public Administration Review. 2005;65 (1): 76-84.
28. Kelly Janet M.,Swindell David."The Case for Inexperienced User: Rethinking Filter Questions in Citizen Satisfaction Surveys,".American Review of Public Administration. 2003;33 (1): 91-108.
29. Kumar Piyush."The Impact of Performance, Cost and Competitive Considerations on the Relationship Between Satisfaction and Repurchase Intent in Business Markets,".Journal of Service Research. 2002;5 (1): 55-68.
30. Ladhari Riadh."The Effect of Consumption Emotions on Satisfaction and Word-of-Mouth Communications,".Psychology and Marketing. 2007;24 (12): 1085-1108.
31. Liljander Veronica,Strandvik Tore."Emotions in Service Satisfaction,".International Journal of Service Industry Management. 1997;8 (2): 148-169.
32. Loudon David L.,Della Albert J.Consumer Behavior: Concepts and Applications. 1993), Consumer Behavior: Concepts and Applications, 4th ed. New York, NY: Mc Graw-Hill.New York, NY: Mc Graw-Hill; 1993:.
33. Maguire Edward R.,Johnson Devon."Measuring Public Perceptions of the Police,".Policing: An International Journal of Police Strategies & Management. 2010;33 (4): 703-730.
34. Mano Haim."Affect and Persuasion: The Influence of Pleasantness and Arousal on Attitude Formation and Message Elaboration,".Psychology and Marketing. 1997;14 (4): 315-335.
35. Mano Haim."Judgments Under Distress: Assessing the role of Unpleasantness and Arousal in Judgment Formation,".Organizational Behavior and Human Decision Processes. 1992;52 (2): 216-245.
36. Mano Haim."Risk Taking, Framing Effects, and Affect,".Organizational Behavior and Human Decision Processes. 1994;57 (3): 38-58.
37. Mattila Anna S.,Wirtz Jochen."The Role of Pre-consumption Affect in Post-Purchase Evaluation of Services,".Psychology & Marketing. 2000;17 (7): 587-605.
38. Mattson Bruce E."Situational Influences on Store Choice,".Journal of Retailing. 1982;58 (3): 46-58.
39. Menon Kalyani,Dube Laurette."The Effect of Emotional Provider Support on Angry versus Anxious Consumers,".International Journal of Research in Marketing. 2007;24 (3): 268-275.
40. Miller Elizabeth G.,Kahn Barbara E.,Luce Mary Frances."Consumer Wait Management Strategies for Negative Service Events: A Coping Approach,".Journal of Consumer Research. 2008;34 (5 February): 635-648.
41. Miller Elizabeth G.,Luce Mary F.,Kahn Barbara E.,Conant Emily F."Undertsanding Emotional Reactions for Negative Services: The Impact of Efficacy Beliefs and Stage in Process,".Journal of Service Research. 2009;12 (1): 87-99.
42. Mittal Vikas,Kumar Pankaj,Tsiros Michael."Attribute-level Performance Satisfaction and Behavioral Intentions Over Time: A Consumption-system Approach,".Journal of Marketing. 1999;63 (2): 88-101.
43. Morgan Ivor,Rao Jay."Growing Negative Services,".MIT Sloan Management Review. 2006;47 (3 Spring): 69-74.
44. Morgan Robert M.,Hunt Shelby B."The Commitment-Trust Theory of Relationship Marketing,".Journal of Marketing. 1994;58 (July): 20-38.
45. Moschis George P."Stress and Consumer Behavior,".Journal of the Academy of Marketing Science. 2007;35 (3): 430-444.
46. Nyer Prashanth U."A Study of the Relationship Between Cognitive Appraisals and Consumption Emotion,".Journal of the Academy of Marketing Science. 1997;25 (4): 296-304.
47. Oliver Richard L."Processing of the Satisfaction Response in Consumption: A Suggested Framework and Research Propositions,".Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. 1989;2:1-16.
48. Oliver Richard L.Satisfaction: A Behavioural Perspective on the Consumer. New York, NY: Mcgraw-Hill; 1997:.
49. Paulhus Delroy L.,Lim David T. K."Arousal and Evaluative Extremity in Social Judgments: A Dynamic Complexity Model,".European Journal of Social Psychology. 1994;24 (1): 89-99.
50. Pham Michel Tuan."The Logic of Feeling,".Journal of Consumer Psychology. 2004;14 (4): 360-369.
51. Raghunathan Rajagopal,Pham Michel Tuan."All Negative Moods are not Equal: Motivational Influences of Anxiety and Sadness on Decision Making,".Organizational Behavior and Human Decision Processes. 1999;79 (1): 56-77.
52. Raju Sekar,Rao Unnava H."The Role of Arousal in Commitment: An Explanation for the Number of Counterarguments,".Journal of Consumer Research. 2006;33 (September): 173-178.
53. Ranaweera Chatura,Prabhu Jaideep."On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word of Mouth,".Journal Targeting, Measurement and Analysis for Marketing. 2003;12 (1): 82-90.
54. Reising Michael D.,Parks Roger B."Experience, Quality of Life, and Neighborhood Context: A Hierarchical Analysis of Satisfaction with the Police,".Justice Quarterly. 2000;17 (3): 607-630.
55. Sanbonmatsu David M.,Kardes Frank R."The Effects of Physiological Arousal on Information Processing and Persuasion,".Journal of Consumer Research. 1988;15 (December): 379-385.
56. Schoefer Klaus,Diamantopoulos Adamantios."The Role of Emotions in Translating Perceptions of (In)Justice into Postcomplaint Behavioral Responses,".Journal of Service Research. 2008;11 (1): 91-103.
57. Stauss Bernd,Neuhaus Patricia."The Qualitative Satisfaction Model,".International Journal of Service Industry Management. 1997;8 (3): 236-249.
58. Swan John E.,Oliver Richard L."Postpurchase Communications by Consumers,".Journal of Retailing. 1989;65 (4): 516-533.
59. Tewksbury Richard,West Angela."Crime Victims' Satisfaction with Police Services: An Assessment in One Urban Community,".The Justice Professional. 2001;14 (4): 271-285.
60. Westbrook Robert A.,Oliver Richard L."The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction,".Journal of Consumer Research. 1991;18 (June): 84-91.
61. Wirtz Jochen,Bateson John E."Consumer Satisfaction with Services: Integrating the Environment Perspective in Services Marketing into the Traditional Disconfirmation Paradigm,".Journal of Business Research. 1999;44 (1): 55-66.
62. Zeelenberg Marcel,Pieters Rik."Beyond Valence in customer Dissatisfaction: A Review and New Findings on Behavioral Responses to Regret and Disappointment in Failed Services,".Journal of Business Research. 2004;57 (4): 445-455.