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.

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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.

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ID Code: 20933
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
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 01:05
Last Modified: 30 Jul 2015 00:51

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