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Retricted access

Research article

First published 2003-7

Diffusing Customer Anger in Service Recovery: A Conceptual Framework

Doan T. Nguyen, Janet R. McColl-Kennedy

Australasian Marketing Journal

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Research article

First published 2019-8

When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation

Ella Glikson, Laura Rees, Jochen Wirtz [...]

Journal of Service Research

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Research article

First published 2008-10

Customer (In)Justice and Emotional Labor: The Role of Perspective Taking,Anger,and Emotional Regulation†

Deborah E. Rupp, A. Silke McCance, Sharmin Spencer [...]

Journal of Management

Open access

Research article

First published 2022-1

Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions

Cammy Crolic, Felipe Thomaz, Rhonda Hadi [...]

Journal of Marketing

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Other

First published 2003-10

Angry Customers don't Come Back,They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services

Roger Bougie, Rik Pieters, Marcel Zeelenberg

Journal of the Academy of Marketing Science

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Research article

First published 2017-11

Service Employee Responses to Angry Customer Complaints

Christina Jerger, Jochen Wirtz

Journal of Service Research

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Research article

First published 2013-2

Alleviating the Burden of Emotional Labor

A. Silke McCance, Christopher D. Nye, Lu Wang [...]

Journal of Management

Open access

Research article

First published 2019-8

The Perils of Service Contract Divestment: When and Why Customers Seek Revenge and How It Can Be Attenuated

Christina M. Haenel, Hauke A. Wetzel, Maik Hammerschmidt

Journal of Service Research

Retricted access

Research article

First published 2011-8

It’s Unfair

Christine Porath, Deborah MacInnis, Valerie S. Folkes

Journal of Service Research

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Research article

First published 2014-8

Group Emotional Contagion and Complaint Intentions in Group Service Failure

Jiangang Du, Xiucheng Fan, Tianjun Feng

Journal of Service Research

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