Construct · 1 fields · 1 citations

customer anger in services: a standalone construct

One name. One construct. A landmark on the map.

● anchor · a standalone construct Nearest construct by meaning·not indexed
customer angerin services1 CONSTRUCTCustomer anger inBOUGIE · SERVICES MARKETING

A single standalone construct; nearby constructs are located against it in the Collider. Tap a field for its definition, unit, and measures.

Services marketing

customers' anger after a service failure, distinct from dissatisfaction, which leads to complaining, negative word of mouth and switching.

In services marketing, customer anger in services refers to customers' anger after a service failure, distinct from dissatisfaction, which leads to complaining, negative word of mouth and switching. This meaning comes from Bougie (2003) in Journal of the Academy of Marketing Science.[1]

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Nearby constructs

failure4 fields · 6 citationsjingle · one word, four constructsnegative word of mouth1 fields · 1 citationsanchor · a standalone constructservice failure1 fields · 1 citationsanchor · a standalone construct

References

  1. Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services. Journal of the Academy of Marketing Science, 31(4), 377-393. https://doi.org/10.1177/0092070303254412

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