An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters
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Using an experimental repeated-measures design (n 젲40), this study examines the level of embarrassment and repatronage intentions in relation to13 embarrassing service encounters.The manipulation of two independent variables,i.e. embarrassment source (i.e., service provider, others present and consumer) and embarrassment stimuli (violations of privacy,awkward acts, forgetfulness/error, image appropriateness and criticism ) are represented by 13 hypothetical scenarios included in a self-report survey.The findings have relevance for theory and practice and provide direction for future research in this area.
Journal of Retailing and Consumer Services
Copyright 2009 Elsevier. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
Marketing Management (incl. Strategy and Customer Relations)