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

• Published in: Journal of the Academy of Marketing Science Vol. 31; no. 4; pp. 377 - 393
• Main Authors: Bougie, Roger, Pieters, Rik, Zeelenberg, Marcel
• Format: Journal Article
• Language: English
• 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

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...