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ArticleCustomer's angry voice: Targeting employees or the organization?

Janet R. McColl‐Kennedy2010

Article2010

Customer's angry voice: Targeting employees or the organization?

Janet R. McColl‐Kennedy · Beverley Sparks · Doan Nguyen

66 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Emotional Labor in Professions

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References

1979Prospect Theory: An Analysis of Decision under Risk 1988Prospect theory: An analysis of decision under risk 1988The Social Psychology of Procedural Justice 1986An Attributional Theory of Motivation and Emotion 1991Progress on a cognitive-motivational-relational theory of emotion.1995Customer Switching Behavior in Service Industries: An Exploratory Study 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing 1997Retaliation in the workplace: The roles of distributive, procedural, and interactional justice.

Cited by

2013Recovery strategy for group service failures 2016Consumer anger: a label in search of meaning 2019Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety 2017Perceived justice, emotions, and behavioral intentions in the Taiwanese food and beverage industry 2021The psychology of frustration: Appraisals, outcomes, and service recovery

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Year2010

Typearticle

Published2010-09-28

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations66

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jbusres.2010.08.004

openalex_workW2033101760

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2017

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2020From third party to significant other for service encounters: a systematic review on third-party roles and their implications

2014The role of meta-perceptions in customer complaining behavior