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| Author: | Schoefer, K. Diamantopoulos, A. |
| Title: | A typology of consumers' emotional response styles during service recovery encounters |
| Journal: | British Journal of Management
2009 : SEP, VOL. 20:3, p. 292-308 |
| Index terms: | consumer behaviour consumer attitudes service complaints consumer research emotions Internet surveys United Kingdom |
| Language: | eng |
| Abstract: | This study uses experienced emotions during service recovery encounters as a way of classifying complainants, linking the resultant typology to the relationship quality indicators of satisfaction, trust and commitment. By doing so, it serves as an empirically grounded basis for subsequently deriving strategies and tactics for successful recovery from service failures. There are found four distinct emotional response styles associated with perceptions of relationship quality following service recovery encounters. |
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