Construct · 1 fields · 1 citations

customer rage: a standalone construct

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

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Services marketing

extreme anger in service settings, ranging from rancorous to retaliatory forms and expressed through verbal, physical or displaced behavior.

In services marketing, customer rage refers to extreme anger in service settings, ranging from rancorous to retaliatory forms and expressed through verbal, physical or displaced behavior. This meaning comes from McColl-Kennedy (2009) in Journal of Retailing.[1]

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service1 fields · 1 citationsanchor · a standalone construct

References

McColl-Kennedy, J. R., Patterson, P. G., Smith, A. K., & Brady, M. K. (2009). Customer Rage Episodes: Emotions, Expressions and Behaviors. Journal of Retailing, 85(2), 222-237. https://doi.org/10.1016/j.jretai.2009.04.002

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