Testing the impact of frustration and anger when responsibility is low
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DOI: 10.1016/j.jebo.2017.12.001
Abstract: Anger is a powerful emotion and it is important to understand its role in human interaction. Angry individuals may become hostile in their dealings with others, and this has strategic consequences. Battigalli, Dufwenberg, and Smith… read more here.
Keywords: anger; impact frustration; frustration anger; responsibility ... See more keywords
Frustration and Anger Mitigation After Service Failure: The Effect of Other Consumer’s Explanation and Employee’s Explanation on Frustration and Anger After the Service Failure
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DOI: 10.2147/prbm.s406753
Abstract: Purpose Based on the attribution and appraisal theories of emotion, this study investigates whether a consumer’s frustration and anger after a service failure reduces in different ways after hearing explanations from different sources (other customer… read more here.
Keywords: frustration; explanation; frustration anger; anger ... See more keywords