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dc.contributor.authorDallimore, Karen S
dc.contributor.authorSparks, Beverley A
dc.contributor.authorButcher, Ken
dc.contributor.editorParasuraman
dc.date.accessioned2017-05-03T12:03:50Z
dc.date.available2017-05-03T12:03:50Z
dc.date.issued2007
dc.date.modified2008-05-01T23:08:58Z
dc.identifier.issn1094-6705
dc.identifier.urihttp://hdl.handle.net/10072/15824
dc.description.abstractThis paper explores the existence and extent of emotional contagion, as measured by facial displays and reported affective states, in a service failure event. Using video vignettes of customers complaining about a service failure as stimulus material, the facial displays and affective states of service providers were measured, as proxies for emotional contagion. Following a two-step approach, service providers' facial expressions were first recorded and assessed, revealing that service providers' facial displays matched those of the angry consumer. Second, a mixed ANOVA revealed service providers reported stronger negative affective states after exposure to an angry complaint than prior to exposure. The results demonstrated that during a complaint situation, angry outbursts by consumers can initiate the emotional contagion process, and service providers are susceptible to "catch" consumer anger through emotional contagion. Implications for complaint management and future research are discussed.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent245914 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.language.isoeng
dc.publisherSage Publications, Inc.
dc.publisher.placeUnited States
dc.publisher.urihttp://www.sagepub.com/journalsProdDesc.nav?prodId=Journal200746
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom78
dc.relation.ispartofpageto92
dc.relation.ispartofissue1
dc.relation.ispartofjournalJournal of Service Research
dc.relation.ispartofvolume10
dc.rights.retentionY
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchStrategy, management and organisational behaviour
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode3506
dc.subject.fieldofresearchcode3507
dc.titleThe influence of angry customer outbursts on service providers’ facial displays and affective states
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Sciences, Griffith Institute for Drug Discovery
gro.rights.copyright© 2007 SAGE Publications. This is the author-manuscript version of the paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal link for access to the definitive, published version.
gro.date.issued2007
gro.hasfulltextFull Text
gro.griffith.authorSparks, Beverley A.
gro.griffith.authorButcher, Ken J.


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