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dc.contributor.authorGrace, D
dc.contributor.editorA. Parasuraman
dc.date.accessioned2017-05-03T12:55:16Z
dc.date.available2017-05-03T12:55:16Z
dc.date.issued2007
dc.date.modified2007-09-27T07:06:01Z
dc.identifier.issn1094-6705
dc.identifier.urihttp://hdl.handle.net/10072/15023
dc.description.abstractUsing Critical Incident Technique (CIT), data were collected from 166 respondents who related incidents involving embarrassment experienced over a total of 44 different service environments. In applying a functional analysis, a number of embarrassment antecedents in the form of sources (e.g., customer, service provider, others present) and stimuli (e.g., criticism, awkward acts, image appropriateness, forgetfulness/lack of knowledge/error, environment/surroundings and violations of privacy) were identified. Embarrassment was found to be manifested by emotional, physiological and behavioural reactions and its long-term consequences included both positive and negative behavioural intentions and word-of-mouth communications. The Functional Analysis of Consumer Embarrassment (FACE) provides an informative framework to enhance our understanding of affective reactions in service encounters and provides a solid foundation for future research.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherSage Publications
dc.publisher.placeUnited States
dc.publisher.urihttp://www.sagepub.com/journalsProdDesc.nav?prodId=Journal200746
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom271
dc.relation.ispartofpageto284
dc.relation.ispartofissue3
dc.relation.ispartofjournalJournal of Service Research
dc.relation.ispartofvolume9
dc.rights.retentionY
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode3506
dc.titleHow Embarrassing! An Exploratory Study of Critical Incidents Including Affective Reactions
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Department of Marketing
gro.rights.copyright© 2007 SAGE Publications. Please refer to the journal link for access to the definitive, published version.
gro.date.issued2007
gro.hasfulltextNo Full Text
gro.griffith.authorGrace, Debra A.


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