Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type

Journal of Retailing

Volumn 89, Issue 1, 2013, Pages 72-87

  Surachartkumtonkun, Jiraporn ^a   Patterson, Paul G ^b   McColl Kennedy, Janet R ^c  

^a GRIFFITH UNIVERSITY   (Australia)

^b UNIVERSITY OF NEW SOUTH WALES   (Australia)

^c UNIVERSITY OF QUEENSLAND   (Australia)

Author keywords

Cognitive appraisal; Customer rage; Psychological needs; Service failure and recovery

Indexed keywords

EID: 84873569809     PISSN: 00224359     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretai.2012.06.001     Document Type: Article

References (88)

1. Baumeister Roy F., Leary Mark R. The Need to Belong: Desire for Interpersonal Attachments as a Fundamental Human Motivation. Psychological Bulletin 1995, 117:497-597.
2. Bitner Mary Jo Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. The Journal of Marketing 1990, 54(2):69-82.
3. Bitner Mary Jo, Booms Bernard H., Tetreault Mary Stanfield The Service Encounter: Diagnosing Favorable and Unfavorable. Journal of Marketing 1990, 54(1):71.
4. Blodgett Jeffrey G., Hill Donna J., Tax Stephen S. The Effects of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior. Journal of Retailing 1997, 73(2):185-210.
5. Bowen David E., Johnston Robert Internal Service Recovery: Developing a New Construct. International Journal of Service Industry Management 1999, 10(2):118-131.
6. Burke Peter J. Identity Processes and Social Stress. American Sociological Review 1991, 56(6):836-849.
7. Caplan Gerald Support Systems and Community Mental Health: Lectures on Concept Development 1974, Behavioral Publications, New York.
8. Chan Kimmy Wa, Yim Chi Kin, Lam Simon S.K. Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services across Cultures. Journal of Marketing 2010, 74(3):48-64.
9. Chebat Jean-Charles, Slusarczyk Witold How Emotions Mediate the Effects of Perceived Justice on Loyalty in Service Recovery Situations: An Empirical Study. Journal of Business Research 2005, 58(5):664-673.
10. Chell Elizabeth, Pittaway Luke A Study of Entrepreneurship in the Restaurant and Cafe Industry: Exploratory Work Using the Critical Incident Technique as a Methodology. International Journal of Hospitality Management 1998, 17:23-32.
11. Dallimore Karen S., Sparks Beverley A., Butcher Ken The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States. Journal of Service Research 2007, 10(1):78.
12. DeWitt Tom, Brady Michael K. Rethinking Service Recovery Strategies: The Effect of Rapport on Consumer Responses to Service Failure. Journal of Service Research 2003, 6(2):193.
13. Dormann Christian, Zapf Dieter Customer-Related Social Stressors and Burnout* 1. Journal of Occupational Health Psychology 2004, 9(1):61-82.
14. Du Jiangang, Fan Xiucheng, Feng Tiajun Multiple Emotional Contagions in Service Encounters. Journal of the Academy of Marketing Science 2011, 449-466.
15. Dunn Judy, Brown Jane R., Maguire Mary The Development of Children's Moral Sensibility: Individual Differences and Emotion Understanding. Developmental Psychology 1995, 31(4):649-659.
16. Ellsworth Phoebe C., Smith Craig A. From Appraisal to Emotion: Differences among Unpleasant Feelings. Motivation and Emotion 1988, 12(3):271-302.
17. Erramilli M.Krishna The Experience Factor in Foreign Market Entry Behavior of Service Firms. Journal of International Business Studies 1991, 22(3):479-501.
18. Febrina A. Altitudes with Attitude. The Jakarta Post 2009.
19. Fitness Julie Anger in the Workplace: An Emotion Script Approach to Anger Episodes between Workers and Their Superiors, Co-Workers and Subordinates. Journal of Organizational Behavior 2000, 21(2):147-162.
20. Flanagan John C. The Critical Incident Technique. Psychological Bulletin 1954, 51(4):327-358.
21. Folger Robert, Bies Robert J. Managerial Responsibilities and Procedural Justice. Employee Responsibilities and Rights Journal 1989, 2(2):79-90.
22. Folkman Susan, Lazarus Richard S., Dunkel-Schetter Christine, DeLongis Anita, Gruen Rand J. Dynamics of a Stressful Encounter: Cognitive Appraisal, Coping, and Encounter Outcomes. Journal of Personality and Social Psychology 1986, 50(5):992-1003.
23. Frijda Nico H The Place of Appraisal in Emotion. Cognition & Emotion 1993, 7(3):357-387.
24. Garbarino Ellen, Johnson Mark S. The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. The Journal of Marketing 1999, 63(2):70-87.
25. Goodwin Cathy I Can Do It Myself: Training the Service Consumer to Contribute to Service Productivity. Journal of Services Marketing 1988, 2(4):71-78.
26. Grandey Alicia A., Dickter David N., Sin Hock-Peng The Customer Is Not Always Right: Customer Aggression and Emotion Regulation of Service Employees. Journal of Organizational Behavior 2004, 25(3):397-418.
27. Grégoire Yany, Fisher Robert Customer Betrayal and Retaliation: When Your Best Customers Become Your Worst Enemies. Journal of the Academy of Marketing Science 2008, 36(2):247-261.
28. Grove Stephen J., Fisk Raymond P., John Joby Surviving in the Age of Rage. Marketing Management 2004, 13(2):41-46.
29. Harris Lloyd C., Reynolds Kate L. The Consequences of Dysfunctional Customer Behavior. Journal of Service Research 2003, 6(2):144-161.
30. Hatfield Elaine, Cacioppo John T., Rapson Richard L. Emotional Contagion 1994, Cambridge University Press, Cambridge.
31. Hess Ronald L., Ganesan Shankar, Klein Noreen M. Interactional Service Failures in a Pseudorelationship: The Role of Organizational Attributions. Journal of Retailing 2007, 83(1):79-95.
32. Hoffman K.Douglas, Kelley Scott W. Perceived Justice Needs and Recovery Evaluation: A Contingency Approach. European Journal of Marketing 2000, 34(3-4):418-433.
33. Hofstede Geert Motivation, Leadership, and Organization: Do American Theories Apply Abroad?. Organizational Dynamics 1980, 9(1):42-63.
34. Hofstede Geert The Cultural Relativity of Organizational Practices and Theories. Journal of International Business Studies 1983, 14(2):75-89.
35. Hofstede Geert Cultures and Organizations: Software of the Mind 1991, McGraw-Hill, London.
36. Horovitz Bruce Bank America Fee Retraction Shows Effect of Consumer Rage. USA Today 2011.
37. Hui C.Harry, Triandis Harry C., Yee Candice Cultural Differences in Reward Allocation: Is Collectivism the Explanation?. British Journal of Social Psychology 1991.
38. Hui Michael K., Bateson John E.G. Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience. The Journal of Consumer Research 1991, 18(2):174-184.
39. Kassarjian Harold H. Content Analysis in Consumer Research. Journal of Consumer Research 1977, 4(1):8-18.
40. Keaveney Susan M. Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing 1995, 59(2):71-82.
41. Kelley Scott W., Hoffman K.Douglas, Davis Mark A. A Typology of Retail Failures and Recoveries. Journal of Retailing 1993, 69(Winter):429-454.
42. Kluckhohn C. Culture and Behavior 1962, Free Press Glencoe, Oxford.
43. Langer Ellen, Rodin Judith The Effects of Choice and Enhanced Personal Responsibility for the Aged: A Field Experiment in an Institutional Setting. Journal of Personality and Social Psychology 1976, 34:191-198.
44. Latham Gary, Saari Lise M. Do People Do What They Say? Further Studies on the Situational Interview. Journal of Applied Psychology 1984, 69(4):422-427.
45. Lazarus Richard S. On the Primacy of Cognition. American Psychologist 1984, 39(2):124-129.
46. Lazarus Richard S., Folkman Susan Stress, Appraisal, and Coping 1984, Springer, New York.
47. Lerner Melvin J. The Justice Motive: Where Social Psychologists Found It, How They Lost It, and Why They May Not Find It Again. Personality and Social Psychology Review 2003, 7(4):388.
48. Markus Hazel, Wurf Elissa The Dynamic Self-Concept: A Social Psychological Perspective. Annual Review of Psychology 1987, 38(1):299-337.
49. Markus Hazel R., Kitayama Shinobu Culture and the Self: Implications for Cognition, Emotion, and Motivation. Psychological Review 1991, 98(2):224-253.
50. Maslow Abraham H. A Theory of Human Motivation. Psychological Review 1943, 50(4):370-396.
51. Matsumoto David, Yoo Seung Hee, Chung Joanne The Expression of Anger across Cultures. International Handbook of Anger 2010, 125-137. M. Potegal, G. Stemmler, C. Spielberger (Eds.).
52. Mattila Anna, Patterson Paul The Impact of Culture on Consumers' Perceptions of Service Recovery Efforts. Journal of Retailing 2004, 80(3):196-206.
53. McColl-Kennedy Janet, Patterson Paul, Smith Amy K., Brady Michael Customer Rage Episodes: Emotions, Expressions and Behaviors. Journal of Retailing 2009, 85(2):222-237.
54. McColl-Kennedy Janet R., Smith Amy K. Consumer Emotions in Service Failure and Recovery Encounters. Research on Emotion in Organizations: Individual and Organizational Perspectives on Emotion Management and Display 2006, 237-268. Elsevier, Oxford. W.J. Zerbe, N.M. Ashkanasy, C.E.J. Hartel (Eds.).
55. Ostrom Amy, Iacobucci Dawn Consumer Trade-Offs and the Evaluation of Services. The Journal of Marketing 1995, 59(1):17-28.
56. Outlaw Freida H. Stress and Coping: The Influence of Racisn the Cognitive Appraisal Processing of African Americans. Issues in Mental Health Nursing 1993, 14(4):399-409.
57. Patterson Paul, McColl-Kennedy Janet, Smith Amy, Lu Zhi Customer Rage: Triggers, Tipping Points and Take-Outs. California Management Review 2009, 52(1).
58. Patterson Paul G., Smith Tasman A Cross-Cultural Study of Switching Barriers and Propensity to Stay with Service Providers. Journal of Retailing 2003, 79(2):107-120.
59. Priluck Randi, Lala Vishal The Impact of the Recovery Paradox on Retailer-Customer Relationships. Managing Service Quality 2009, 19(1):42-59.
60. Proshansky Harold M., Ittelson William H., Rivlin Leanne G. Freedom of Choice and Behavior in a Physical Setting. Environmental psychology 1970, 173-183.
61. Reynolds Kate L., Harris Lloyd C. Dysfunctional Customer Behavior Severity: An Empirical Examination. Journal of Retailing 2009, 85(3):321-335.
62. Ringberg Torsten, Odekerken-Schroder Gaby, Christensen Glenn L. A Cultural Models Approach to Service Recovery. Journal of Marketing 2007, 71(3):194-214.
63. Rosenberg Morris Society and the Adolescent Self-Image 1965, Princeton University Press, Princeton, NJ.
64. Ruth Julie A., Brunel Frederic F., Otnes Cele C. Linking Thoughts to Feelings: Investigating Cognitive Appraisals and Consumption Emotions in a Mixed-Emotions Context. Journal of the Academy of Marketing Science 2002, 30(1):44-58.
65. Sastry Jaya, Ross Catherine E. Asian Ethnicity and the Sense of Personal Control. Social Psychology Quarterly 1998, 61(2):101-120.
66. Schneider Benjamin, Bowen David E. Understanding Customer Delight and Outrage. MIT Sloan Management Review 1999, 41(1):35-45.
67. Schoefer Klaus, Ennew Christine The Impact of Perceived Justice on Consumers' Emotional Responses to Service Complaint Experiences. Journal of Services Marketing 2005, 19:261-270.
68. Seiders Kathleen, Berry Leonard L. Service Fairness: What It Is and Why It Matters. The Academy of Management Executive (1993) 1998, 12(2):8-20.
69. Shapiro Deane H., Schwartz Carolyn E., Astin John A. Controlling Ourselves, Controlling Our World: Psychology's Role in Understanding Positive and Negative Consequences of Seeking and Gaining Control. American Psychologist 1996, 51:1213-1230.
70. Sirgy M.Joseph Self-Concept in Consumer Behavior: A Critical Review. Journal of Consumer Research 1982, 9(3):287.
71. Skarlicki Daniel P., Folger Robert, Tesluk Paul Personality as a Moderator in the Relationship between Fairness and Retaliation. The Academy of Management Journal 1999, 42(1):100-108.
72. Skinner Ellen A. A Guide to Constructs of Control. Journal of Personality and Social Psychology 1996, 71:549-570.
73. Smith Amy K., Bolton Ruth N., Wagner Janet A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research 1999, 36(3):356-372.
74. Sparks Beverley, Fredline Liz Providing an Explanation for Service Failure: Context, Content, and Customer Responses. Journal of Hospitality & Tourism Research 2007, 31(2):241.
75. Sparks Beverley A., McColl-Kennedy Janet R. Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Setting. Journal of Business Research 2001, 54(3):209-218.
76. Tax Stephen S, Brown Stephen W., Chandrashekaran Murali Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. The Journal of Marketing 1998, 62(2):60-76.
77. Triandis H.C. Individualism & Collectivism 1995, Westview Press, Boulder, CO.
78. Tyler Tom R. Psychological Models of the Justice Motive: Antecedents of Distributive and Procedural Justice. Journal of personality and social psychology 1994, 67:850-950.
79. van Dolen Willemijn, Lemmink Jos, Mattsson Jan, Rhoen Ingrid Affective Consumer Responses in Service Encounters: The Emotional Content in Narratives of Critical Incidents. Journal of Economic Psychology 2001, 22(3):359-376.
80. Villigram L. Stress Deadline Makes for Angry Shoppers: Stores Taking Measure to Calm People Down and Protect Employees. The Associated Press 2006.
81. Weber Robert Philip Basic Content Analysis 1990, Sage, Newbury Park, CA.
82. Webster Cynthia, Sundaram D.S. Service Consumption Criticality in Failure Recovery. Journal of Business Research 1998, 41(2):153-159.
83. Weiner Bernard, Russell Dan, Lerman David The Cognition-Emotion Process in Achievement-Related Contexts. Journal of Personality and Social Psychology 1979, 37(7):1211-1220.
84. Weiss Howard M., Cropanzano Russell Affective Events Theory: A Theoretical Discussion of the Structure Causes and Consequences of Affective Experiences at Work. Research in organizational behavior 1996, 18:1-74.
85. White Robert W. Motivation Reconsidered: The Concept of Competence. Psychological Review 1959, 66:297-333.
86. Winsted Kathryn Frazer The Service Experience in Two Cultures: A Behavioral Perspective. Journal of Retailing 1997, 73(3):337-360.
87. Wirtz Jochen, Mattila Anna S. Consumer Responses to Compensation Speed of Recovery and Apology after a Service Failure. International Journal of Service Industry Management 2004, 15(2):150-166.
88. Zeithaml Valarie A., Bitner Mary J. Services Marketing. New York 1996.