Affective events theory as a framework for understanding third-party consumer complaints

Beatson, Amanda T., Russell-Bennett, Rebekah, & Hartel, Charmine E.J. (2011) Affective events theory as a framework for understanding third-party consumer complaints. In Härtel, C.E.J. , Ashkanasy, N.M. , & Zerbe, W.J. (Eds.) What Have We Learned? : Ten Years On. Emerald Group Publishing Limited, Bingley, pp. 167-195.

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Poor complaint management may result in organizations losing customers and revenue. Consumers exhibit negative emotional responses when dissatisfied and this may lead to a complaint to a third-party organization. Since little information is available on the role of emotion in the consumer complaint process or how to manage complaints effectively, we offer an emotions perspective by applying Affective Events Theory (AET) to complaint behavior. This study presents the first application of AET in a consumption context and advances a theoretical framework supported by qualitative research for emotional responses to complaints. In contrast to commonly held views on gender and emotion, men as well as women use emotion-focused coping to complain.

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ID Code: 67899
Item Type: Book Chapter
Additional Information: "What Have We Learned? : Ten Years On" is the 7th volume of "Series of Research on Emotion in Organizations"
Additional URLs:
DOI: 10.1108/S1746-9791(2011)0000007012
ISBN: 9781780522081
ISSN: 1746-9791
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2011 Emerald Group Publishing Limited
Copyright Statement: This article is (c) Emerald Group Publishing and permission has been granted for this version to appear here ( Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.
Deposited On: 27 Feb 2014 22:31
Last Modified: 07 Oct 2015 23:39

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