The mediating role of emotions on service recovery, blame and customer behaviour
Russell-Bennett, Rebekah, Keeffe, Dominique A., & Tombs, Alastair (2008) The mediating role of emotions on service recovery, blame and customer behaviour. In European Marketing Academy Conference, 27-30 May 2008, University of Brighton, Brighton.
While we know that effective service recovery can lead to increased positive organisational and customer outcomes, little is known of the role of emotions in mediating the effect of service recovery, acceptance/rejection of blame on behaviour. Using a beyond-valence approach to affect, the purpose of this paper is to investigate the effects of anger, shame, sadness, fear, contentment, happiness, love and pride on negative and positive behaviours in a service recovery context. The findings show that emotion has a partial mediation effect between service recovery and positive and negative functional behaviours, and a full mediation effect between acceptance/rejection of blame and behaviour.
Citation countsare sourced monthly fromand 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 theindexing service can be viewed at the linked Google Scholar™ search.
Full-text downloadsdisplays 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.
|Item Type:||Conference Paper|
|Keywords:||Emotions, Service Recovery, Attribution of Blame, Customer Behaviour|
|Subjects:||Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)|
|Divisions:||Current > QUT Faculties and Divisions > QUT Business School|
Current > Schools > School of Advertising, Marketing & Public Relations
|Copyright Owner:||Copyright 2008 [please consult the authors]|
|Deposited On:||03 Jun 2009 11:05|
|Last Modified:||29 Feb 2012 23:43|
Repository Staff Only: item control page