haku: @author Menon, K. / yhteensä: 9
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| Tekijä: | Menon, K. Laurette, D. |
| Otsikko: | The effect of emotional provider support on angry versus anxious consumers |
| Lehti: | International Journal of Research in Marketing
2008 : VOL. 24:3, pp. 268-275 |
| Asiasana: | consumer behaviour service |
| Vapaa asiasana: | provider response strategies |
| Kieli: | eng |
| Tiivistelmä: | This paper studies the trend in service firms to integrate an emotional dimension into provider responses to consumer emotions. The authors conduct an empirical study and find that such a strategy is effective only if the consumer coping demonstrates an emotional engagement with the service situation. Since both angry and anxious consumers cope primarily by planful problem solving, provider responses that offered solutions (instrumental support) had better impact than responses that offered emotional support. In addition, angry consumers were emotionally tied with the situation while anxious consumers emotionally separated from it. |
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