Show simple item record

dc.contributor.authorGrace, Debraen_US
dc.contributor.editorA. Parasuramanen_US
dc.date.accessioned2017-04-04T16:52:17Z
dc.date.available2017-04-04T16:52:17Z
dc.date.issued2007en_US
dc.date.modified2007-09-27T07:06:01Z
dc.identifier.issn10946705en_US
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.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherSage Publicationsen_US
dc.publisher.placeUnited Statesen_US
dc.publisher.urihttp://www.sagepub.com/journalsProdDesc.nav?prodId=Journal200746en_AU
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom271en_US
dc.relation.ispartofpageto284en_US
dc.relation.ispartofissue3en_AU
dc.relation.ispartofjournalJournal of Service Researchen_US
dc.relation.ispartofvolume9en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchcode350204en_US
dc.titleHow Embarrassing! An Exploratory Study of Critical Incidents Including Affective Reactionsen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Marketingen_US
gro.rights.copyrightCopyright 2007 SAGE Publications. Please refer to the journal link for access to the definitive, published version.en_AU
gro.date.issued2007
gro.hasfulltextNo Full Text


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record