The antecedents of brand switching, brand loyalty and verbal responses to service failure

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

“…Prior research on the effect of anger on customers' behavioral intentions shows that when anger increases, customers are more likely to complain and to engage in negative WOM and less likely to repurchase the product or service (Folkes et al 1987;Nyer 1997b). Other research suggests that anger is a significant predictor of complaint intentions and intentions to engage in negative WOM, even when satisfaction is controlled for (Díaz and Ruíz 2002;Dubé and Maute 1996). In line with these findings, we propose that anger has a significant direct effect on customers' responses to service failure when dissatisfaction is controlled for.…”

“…The few studies that assess the impact of dissatisfaction while controlling for anger provide mixed evidence on the effect of dissatisfaction on customers' responses. Whereas Dubé and Maute (1996) found that dissatisfaction is related to behavioral intentions, Díaz and Ruíz (2002) found that dissatisfaction is unrelated to behavioral intentions while controlling for anger. In view of these diverging findings, possibly caused by the use of different measures, more research is needed to understand the impact of dissatisfaction on customers' behavioral responses while controlling for anger.…”

The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

“…Prior research has shown that consumers' affective response to service failures (e.g., emotions of being irritated, angry, annoyed, etc.) will influence their service evaluations (Dubé and Maute 1996;Folkes, Koletsky, and Graham 1987;Hui and Tse 1996;Taylor 1994). Bagozzi et al (1999) have observed that emotions often function in broad categories or "amalgamated groupings" of positive and negative emotion/affect (p. 200).…”

“…Research by Berry and Parasuraman (1991) and Zeithaml, Berry, and Parasuraman (1993) supports the notion that customers are more emotionally involved in, and more observant of, recovery service than routine or first-time service. While some researchers have begun to investigate the impact of customers' affective state on their service evaluations (Andreassen 2000;Dubé and Maute 1996;Hui and Tse 1996;Taylor 1994) and on satisfaction processes (Mano and Oliver 1993;Oliver 1993;Westbrook and Oliver 1991;Wirtz and Bateson 1999), no empirical studies have specifically addressed how customers' emotional responses to service failures influence their evaluations of various types of recovery efforts and their satisfaction with the service encounter.…”

Brand Equity and Service Innovation in Mexican Small Firms

“…Furthermore, Roehm and Brady (2007) concluded that the frustration of consumers is mostly caused by the high expectations that they have about a specific brand of products or services. That is why the frustration and annoyance produced by a deficient service innovation has a strong influence in the purchase intention and the evaluation of innovations of small firms (Dube & Maute, 1996) as well as in the level of satisfaction of clients and consumers (Andreassen, 2000). Therefore, this type of practices can create as a result the loss of clients because the lack of service innovation could have a negative impact in brand equity, not only in those services but also in the very image and brand of the company (Sparks & McColl-Kennedy, 2001).…”