dc.contributor.author | Grace, D | |
dc.contributor.editor | A. Parasuraman | |
dc.date.accessioned | 2017-05-03T12:55:16Z | |
dc.date.available | 2017-05-03T12:55:16Z | |
dc.date.issued | 2007 | |
dc.date.modified | 2007-09-27T07:06:01Z | |
dc.identifier.issn | 1094-6705 | |
dc.identifier.uri | http://hdl.handle.net/10072/15023 | |
dc.description.abstract | Using 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.peerreviewed | Yes | |
dc.description.publicationstatus | Yes | |
dc.language | English | |
dc.language.iso | eng | |
dc.publisher | Sage Publications | |
dc.publisher.place | United States | |
dc.publisher.uri | http://www.sagepub.com/journalsProdDesc.nav?prodId=Journal200746 | |
dc.relation.ispartofstudentpublication | N | |
dc.relation.ispartofpagefrom | 271 | |
dc.relation.ispartofpageto | 284 | |
dc.relation.ispartofissue | 3 | |
dc.relation.ispartofjournal | Journal of Service Research | |
dc.relation.ispartofvolume | 9 | |
dc.rights.retention | Y | |
dc.subject.fieldofresearch | Commercial services | |
dc.subject.fieldofresearch | Marketing | |
dc.subject.fieldofresearchcode | 3504 | |
dc.subject.fieldofresearchcode | 3506 | |
dc.title | How Embarrassing! An Exploratory Study of Critical Incidents Including Affective Reactions | |
dc.type | Journal article | |
dc.type.description | C1 - Articles | |
dc.type.code | C - Journal Articles | |
gro.faculty | Griffith 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.issued | 2007 | |
gro.hasfulltext | No Full Text | |
gro.griffith.author | Grace, Debra A. | |