The influence of transgression and consumer anger on service providers’ evaluation
DOI:
https://doi.org/10.11606/issn.1984-5057.v7i2p140-156Keywords:
emotions, anger, service failure, services recovery, relationship qualityAbstract
The overall purpose of this research was to verify the influence of the anger emotion in consumers, resulting from a transgression situation (violation of conduct, failure), on the perception of quality of the consumer-company relationship. The research also analyses the efficiency of recovery actions. Anger appeared as the most felt emotion after the service failures, and after the recovery actions, the averages of negative emotions fell, specially the averages of anger.Downloads
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Published
2015-12-15
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ARTICLES
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Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons BY-NC-SA License.
How to Cite
The influence of transgression and consumer anger on service providers’ evaluation. Signos do Consumo, [S. l.], v. 7, n. 2, p. 140–156, 2015. DOI: 10.11606/issn.1984-5057.v7i2p140-156. Disponível em: https://www.revistas.usp.br/signosdoconsumo/article/view/112204.. Acesso em: 23 may. 2024.