The mediating role of emotions on service recovery, blame and customer behaviour

Russell-Bennett, Rebekah, Keeffe Dominique, A. and Tombs, Alastair (2008). The mediating role of emotions on service recovery, blame and customer behaviour. In: Keith Perks and Paurav Shukla, Marketing landscapes : a pause for thought : 37th EEMAC conference proceedings. 37th European Marketing Academy Conference: Marketing Landscapes: A Pause for Thought, Brighton, U.K., (). 27-30 May 2008.


Author Russell-Bennett, Rebekah
Keeffe Dominique, A.
Tombs, Alastair
Title of paper The mediating role of emotions on service recovery, blame and customer behaviour
Conference name 37th European Marketing Academy Conference: Marketing Landscapes: A Pause for Thought
Conference location Brighton, U.K.
Conference dates 27-30 May 2008
Proceedings title Marketing landscapes : a pause for thought : 37th EEMAC conference proceedings
Place of Publication Brighton, U.K.
Publisher University of Brighton
Publication Year 2008
Sub-type Fully published paper
ISBN 9781905593422
1905593422
Editor Keith Perks
Paurav Shukla
Language eng
Abstract/Summary 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.
Subjects 1501 Accounting, Auditing and Accountability
1502 Banking, Finance and Investment
1503 Business and Management
1506 Tourism
150501 Consumer-Oriented Productor Service Development
150502 Marketing Communications
150506 Marketing Theory
150503 Marketing Management (incl. Strategy and Customer Relations)
1505 Marketing
Keyword Marketing
Service recovery
Customer behaviour
Customer emotions
Attribution of blame
Experimental design
Q-Index Code EX
Q-Index Status Provisional Code
Additional Notes 282 p. ; 25 cm.

 
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Created: Wed, 24 Feb 2010, 11:36:47 EST by Elissa Saffery on behalf of Faculty of Business, Economics & Law