Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services

This article investigates the specific experience of anger and dissatisfaction and their effects on customers' behavioral responses to failed service encounters across industries. Study 1 demonstrates that anger and dissatisfaction are qualitatively different emotions with respect to their idio...

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Bibliographic Details
Published inJournal of the Academy of Marketing Science Vol. 31; no. 4; pp. 377 - 393
Main Authors Bougie, Roger, Pieters, Rik, Zeelenberg, Marcel
Format Journal Article
LanguageEnglish
Published New York Springer Nature B.V 01.09.2003
Subjects
Anger
Behavior
Consumer behavior
Customer satisfaction
Customer services
Emotions
Failure
Marketing
Statistical analysis
Studies
Netherlands
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Summary:This article investigates the specific experience of anger and dissatisfaction and their effects on customers' behavioral responses to failed service encounters across industries. Study 1 demonstrates that anger and dissatisfaction are qualitatively different emotions with respect to their idiosyncratic experiential content. Study 2 builds on these findings and shows how anger and service encounter dissatisfaction differentially affect customer behavior. It provides empirical support for the contention that anger mediates the relationship between service encounter dissatisfaction and customers' behavioral responses. The findings of Study 2 diverge from previous findings in marketing on the interrelationships between customer satisfaction/dissatisfaction, related consumption emotions, and customers' behavioral responses to service failure. The implications of these findings for services marketing theory and practice are delineated.
ISSN:0092-0703
1552-7824
DOI:10.1177/0092070303254412