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A cross-cultural perspective on the role of emotion in negative service encounters

Smith, Anne (2006). A cross-cultural perspective on the role of emotion in negative service encounters. Service Industries Journal, 26(7) pp. 709–726.

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The purpose of this research is to examine cross-cultural differences in emotional responses to negative service encounters and the consequent impact on behavioural intentions. Focus groups of UK and West African consumers discussed two video scenarios, described employee and consumer behaviour, and projected emotional responses. Although anger was a major emotion, African consumers emphasised feelings of 'sadness' (humiliation and embarrassment). Such feelings were more likely to influence switching and other behavioural intentions when attributable to employee behaviour. Differences were also identified in interpretations of employee behaviour and perceived attribution of negative emotions.

Item Type: Article
ISSN: 1743-9507
Academic Unit/School: Faculty of Business and Law (FBL) > Business
Faculty of Business and Law (FBL)
Item ID: 9415
Depositing User: Jackie Fry
Date Deposited: 26 Sep 2007
Last Modified: 04 Oct 2016 10:06
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