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dc.contributor.authorGrace, D
dc.date.accessioned2017-05-03T12:55:21Z
dc.date.available2017-05-03T12:55:21Z
dc.date.issued2009
dc.date.modified2010-09-08T04:56:36Z
dc.identifier.issn0969-6989
dc.identifier.doi10.1016/j.jretconser.2008.02.004
dc.identifier.urihttp://hdl.handle.net/10072/30089
dc.description.abstractUsing 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent110066 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.publisher.placeUnited Kingdom
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom1
dc.relation.ispartofpageto9
dc.relation.ispartofissue1
dc.relation.ispartofjournalJournal of Retailing and Consumer Services
dc.relation.ispartofvolume16
dc.rights.retentionY
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchMarketing management (incl. strategy and customer relations)
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode3506
dc.subject.fieldofresearchcode350605
dc.subject.fieldofresearchcode3508
dc.titleAn examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Department of Marketing
gro.rights.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.
gro.date.issued2009
gro.hasfulltextFull Text
gro.griffith.authorGrace, Debra A.


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