Customer rage: Triggers, tipping points, and take-outs

Patterson, Paul G., McColl-Kennedy, Janet R., Smith, Amy K. and Lu, Zhi (2009) Customer rage: Triggers, tipping points, and take-outs. California Management Review, 52 1: 6-28.

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Author Patterson, Paul G.
McColl-Kennedy, Janet R.
Smith, Amy K.
Lu, Zhi
Title Customer rage: Triggers, tipping points, and take-outs
Journal name California Management Review   Check publisher's open access policy
ISSN 0008-1256
Publication date 2009-09
Sub-type Article (original research)
Open Access Status File (Publisher version)
Volume 52
Issue 1
Start page 6
End page 28
Total pages 23
Editor Vogel, D.
Place of publication Berkley, CA
Publisher University of California, Berkeley
Collection year 2010
Language eng
Abstract The article presents the results of a study of customer rage, which involved 50 interviews with enraged customers from the U.S., Australia, Thailand and China. It focuses on the psychological processes underlying incidents of customer rage. These are defined as cases where customers become so infuriated at a perceived lack of customer service that they may verbally or physically attack employees, or damage corporate property. It was found that such incidents typically were the result of escalating anger, rather than an immediate reaction. They usually were preceded by a series of interactions with the firm which were perceived as insulting or threatening by the customer.
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ
Additional Notes Nominated (with two others) for the Accenture Award. The award is given each year to the author(s) of the article published in the California Management Review that has made the most important contribution to improving the practice of management.

Document type: Journal Article
Sub-type: Article (original research)
Collections: 2010 Higher Education Research Data Collection
UQ Business School Publications
 
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Created: Wed, 11 Nov 2009, 14:26:22 EST by Karen Morgan on behalf of UQ Business School