Chapter 10 Customer Emotions in Service Failure and Recovery Encounters

Abstract

Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences.

Citation

McColl-Kennedy, J.R. and Smith, A.K. (2006), "Chapter 10 Customer Emotions in Service Failure and Recovery Encounters", Zerbe, W.J., Ashkanasy, N.M. and Härtel, C.E.J. (Ed.) Individual and Organizational Perspectives on Emotion Management and Display (Research on Emotion in Organizations, Vol. 2), Emerald Group Publishing Limited, Leeds, pp. 237-268. https://doi.org/10.1016/S1746-9791(06)02010-4