“I Want to Help” versus “I Am Just Mad”

Stephanie Qing Liu · Anna S. Mattila

61 citations0/0 files storedCornell Hospitality Quarterly

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Service and Product Innovation Emotional Labor in Professions

Abstract

This study investigates the joint effects of affective commitment, feedback valence, and feedback use on customers’ willingness to give feedback following a service failure. Our findings reveal that customers who have high levels of affective commitment to a service firm exhibit both a strong motivation to help a firm improve its business and a great need to maintain positive relationships with the firm’s frontline employees. Therefore, affectively committed customers are more willing to help the firm by lodging complaints when such feedback is not used for employee evaluation purposes. In addition, driven by their strong motivation to help the firm, affectively committed customers are more willing to offer constructive suggestions than their counterparts with low levels of emotional attachment.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 61 citations exist upstream.

References

1994The Commitment-Trust Theory of Relationship Marketing 2017Exchange and Power in Social Life 1965Exchange and Power in Social Life.1990The measurement and antecedents of affective, continuance and normative commitment to the organization 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.1987Developing Buyer-Seller Relationships 1997An Examination of the Nature of Trust in Buyer-Seller Relationships 1988Organizational Citizenship Behavior: The Good Soldier Syndrome.

Cited by

2018The impact of switching costs on customer complaint behavior and service recovery evaluation 2020Attracted to or Locked In? Explaining Consumer Loyalty toward Airbnb 2018New perspectives on the role of customer satisfaction and commitment in promoting customer citizenship behaviours 2021Impact of Susceptibility to Global Consumer Culture on Commitment and Loyalty in Botanic Cosmetic Brands 2024Relationships among para-social interaction, perceived benefits, community commitment, and customer citizenship behavior: Evidence from a social live-streaming platform

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.