The Efficacy of Facial Expression in Determining Emotions Associated with Cross Cultural Service Failures

Tombs, Alastair & Russell-Bennett, Rebekah (2007) The Efficacy of Facial Expression in Determining Emotions Associated with Cross Cultural Service Failures. In 2007 Australia And New Zealand Marketing Academy Conference (ANZMAC), 3-5 December 2007, Dunedin, New Zealand.

PDF (57kB)


Service failures are often accompanied by negative customer emotions. The appropriate response to the customer by the firm depends on the ability of the service employee to interpret these emotions accurately. This ability to accurately interpret the emotional expression of customers is important because of the fact that 70-95% of dissatisfied customers do not verbally complain. It becomes even more important when customers and service providers are from different cultural backgrounds. We report on an experiment conducted where we tested 153 respondents’ (frontline service employees from East Asian and Anglo cultures) ability to recognise the emotions of customers (also from Asian and Anglo cultures) that had experienced a service failure.

Impact and interest:

Search Google Scholar™

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

Full-text downloads:

1,435 since deposited on 25 Aug 2008
33 in the past twelve months

Full-text downloads displays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.

ID Code: 14500
Item Type: Conference Paper
Refereed: Yes
Additional Information: The contents of this conference can be freely accessed online via the conference's web page (see hypertext link).
Additional URLs:
ISBN: 9781877156299
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing not elsewhere classified (150599)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Copyright Owner: Copyright 2007 (please consult author)
Deposited On: 25 Aug 2008 00:00
Last Modified: 29 Feb 2012 13:33

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page