Customer Rage Episodes: Emotions, Expressions and Behaviors

Ambrose, 2002, Sabotage in the Workplace: The Role of Organizational Injustice, Organizational Behavior and Human Decision Processes, 89, 947, 10.1016/S0749-5978(02)00037-7 Bagozzi, 1999, The Role of Emotions in Marketing, Journal of the Academy of Marketing Science, 27, 184, 10.1177/0092070399272005 Baron, 1986, The Moderator–Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations, Journal of Personality and Social Psychology, 51, 1173, 10.1037/0022-3514.51.6.1173 Batra, 1990, Developing a Typology of Affective Responses to Advertising: A Test of Validity and Reliability, Psychology and Marketing, 7, 11, 10.1002/mar.4220070103 Bearden, 2001, Consumer Self-confidence: Refinements in Conceptualization and Measurement, Journal of Consumer Research, 28, 121, 10.1086/321951 Bechwati, 2003, Outraged Consumers: Getting Even at the Expense of Getting a Good Deal, Journal of Consumer Psychology, 13, 440, 10.1207/S15327663JCP1304_11 Bennett, 2005, Experience as a Moderator of Involvement and Satisfaction on Brand Loyalty in a Business-to-Business Setting, Industrial Marketing Management, 34, 97, 10.1016/j.indmarman.2004.08.003 Bennett, 1997, Anger, Catharsis, and Purchasing Behavior Following Aggressive Customer Complaints, Journal of Consumer Marketing, 14, 156, 10.1108/07363769710166774 Bitner, 1990, The Service Encounter: Diagnosing Favorable and Unfavorable Incidents, Journal of Marketing, 54, 71, 10.2307/1252174 Bolton, 1991, An Exploratory Investigation of Questionnaire Pretesting with Verbal Protocol Analysis, Advances in Consumer Research, 18, 558 Bolton, 1993, Pretesting Questionnaires: Content Analyses of Respondents’ Concurrent Verbal Protocols, Marketing Science, 12, 280, 10.1287/mksc.12.3.280 Bolton, 1990, General Services Questionnaire: Pretest Results, GTE Laboratories Technical Memorandum 0253-03-90-420 Bolton, 1991, Quantitative Analyses of Depth Interviews, Psychology and Marketing, 8, 275, 10.1002/mar.4220080405 Bougie, 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, 377, 10.1177/0092070303254412 Boulding, 1993, A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions, Journal of Marketing Research, 30, 7, 10.2307/3172510 Bushman, 2002, Does Venting Anger Feed or Extinguish the Flame? Catharsis, Rumination, Distraction, Anger, and Aggressive Responding, Personality and Social Psychology Bulletin, 28, 724, 10.1177/0146167202289002 Cacioppo, 1993, The Psychophysiology of Emotion, 119 Chabrow, Eric (2005), “New Support-Center Tool Detects Emotion in Voice of Disgruntled Callers” [retrieved from http://www.informationweek.com/story/showArticle.jhtml?articleID=159906176]. Chebat, 2005, Silent Voices: Why Some Dissatisfied Consumers Fail to Complain, Journal of Service Research, 7, 328, 10.1177/1094670504273965 Cronin, 2000, Assessing the Effects of Quality, Value, and Satisfaction on Consumer Behavioral Intentions in Service Environments, Journal of Retailing, 76, 193, 10.1016/S0022-4359(00)00028-2 Deffenbacher, 2002, The Driving Anger Expression Inventory: A Measure of How People Express Their Anger on the Road, Behaviour Research and Therapy, 40, 717, 10.1016/S0005-7967(01)00063-8 Deffenbacher, 2001, Driving Anger: Correlates and A Test of State-Trait Theory, Personality and Individual Differences, 31, 1321, 10.1016/S0191-8869(00)00226-9 DeWitt D Tom, 2003, Rethinking Service Recovery Strategies, Journal of Service Research, 6, 193, 10.1177/1094670503257048 Edell, 1987, The Power of Feelings in Understanding Advertising Effects, Journal of Consumer Research, 14, 421, 10.1086/209124 Ekman, 1992, An Argument for Basic Emotions, Cognition and Emotion, 6, 169, 10.1080/02699939208411068 Ekman, 1969, The Repertoire of Nonverbal Behavior: Categories, Origins, Usage, and Coding, Semiotica, 1, 49, 10.1515/semi.1969.1.1.49 Ekman, 1975 Fitness, 2000, Anger in the Workplace: An Emotion Script Approach to Anger Episodes Between Workers and Their Superiors, Co-workers and Subordinates, Journal of Organizational Behavior, 21, 147, 10.1002/(SICI)1099-1379(200003)21:2<147::AID-JOB35>3.0.CO;2-T Folkman, 1980, An Analysis of Coping in a Middle-Aged Community Sample, Journal of Health and Social Behavior, 21, 219, 10.2307/2136617 Folkman, 1986, Dynamics of a Stressful Encounter: Cognitive Appraisal, Coping, and Encounter Outcomes, Journal of Social and Personality Psychology, 50, 992, 10.1037/0022-3514.50.5.992 Fornell, 1981, Evaluating Structural Equation Models with Unobservable Variables and Measurement Error, Journal of Marketing Research, 18, 39, 10.2307/3151312 Fujihara, 1999, Justification of Interpersonal Aggression in Japanese, American, and Spanish Students, Aggressive Behavior, 25, 185, 10.1002/(SICI)1098-2337(1999)25:3<185::AID-AB3>3.0.CO;2-K Fullerton, 1993, Choosing to Misbehave: A Structural Model of Aberrant Consumer Behavior, Advances in Consumer Research, 20, 570 Fullerton, 2004, Repercussions of Promoting an Ideology of Consumption: Consumer Misbehavior, Journal of Business Research, 57, 1239, 10.1016/S0148-2963(02)00455-1 Geen, 2001, Human Aggression Geen, 1977, The Catharsis of Aggression: An Evaluation of a Hypothesis, Vol. 10, 1 Grandey, 2004, The Customer is Not Always Right: Customer Aggression and Emotion Regulation of Service Employees, Journal of Organizational Behavior, 25, 397, 10.1002/job.252 Gremler, 2004, The Critical Incident Technique in Service Research, Journal of Service Research, 7, 65, 10.1177/1094670504266138 Grove, 2004, Surviving in the Age of Rage, Marketing Management, 13, 41 Harris, 2003, The Consequences of Dysfunctional Customer Behavior, Journal of Service Research, 6, 144, 10.1177/1094670503257044 Harris, 2004, Jaycustomer Behavior: An Exploration of Types and Motives in the Hospitality Industry, Journal of Services Marketing, 18, 339, 10.1108/08876040410548276 Hirschman, 1970 Huefner, 1995, Extending The Hirschman Model: When Voice and Exit Don’t Tell The Whole Story, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 7, 267 Huefner, 2000, Consumer Retaliation as a Response to Dissatisfaction, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 61 Huefner, 2002, Consumer Retaliation: Confirmation and Extension, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 114 Izzard, 1977 Johnson, 1990 Keaveney, 1995, Customer Switching Behavior in Service Industries: An Exploratory Study, Journal of Marketing, 59, 71, 10.2307/1252074 King, 1990, Conflict Over Emotional Expression: Psychological and Physical Correlates, Journal of Personality and Social Psychology, 58, 864, 10.1037/0022-3514.58.5.864 Kring, 1994, Individual Differences in Dispositional Expressiveness: Development and Validation of the Emotional Expressivity Scale, Journal of Personality and Social Psychology, 66, 934, 10.1037/0022-3514.66.5.934 Kuppens, 2007, Interactional Appraisal Models for the Anger Appraisals of Threatened Self-Esteem, Other-blame and Frustration, Cognition and Emotion, 21, 56, 10.1080/02699930600562193 Lawton, 2002, A Comparison of Reported Levels and Expression of Anger in Everyday and Driving Situations, British Journal of Psychology, 93, 407, 10.1348/000712602760146521 Lazarus, 1984 Mallinder, 2006, The Age of Rage, 204 Markus, 1994, The Cultural Construction of Self and Emotion: Implications for Social Behavior, 89 Matsumoto, 2005, Development and Validation of a Measure of Display Rule Knowledge: The Display Rule Assessment Inventory, Emotion, 5, 23, 10.1037/1528-3542.5.1.23 Maxham, 2002, Modeling Customer Perceptions of Complaint Handling Over Time: The Effects of Perceived Justice on Satisfaction and Intent, Journal of Retailing, 78, 239, 10.1016/S0022-4359(02)00100-8 McColl-Kennedy, 2003, Application of Fairness Theory to Service Failure and Service Recovery, Journal of Service Research, 5, 251, 10.1177/1094670502238918 McQuitty, 2004, Statistical Power and Structural Equation Models in Business Research, Journal of Business Research, 57, 175, 10.1016/S0148-2963(01)00301-0 Mehrabian, 1974 Nunnally, 1994 Penttila, Chris (2005), “Angry Customers Are Using the Internet to Get Revenge: How Can You Keep Them Happy?” [retrieved from http://www.Entrepreneur.com/article/0,4621,320407,00.html]. Plutchik, 1980 Ray, 2008, All in the Mind's Eye. Anger Rumination and Reappraisal, Journal of Personality and Social Psychology, 94, 133, 10.1037/0022-3514.94.1.133 Renshaw, 2002, Rage 2002, The Family Journal, 10, 240, 10.1177/1066480702102019 Reynolds, 2006, Deviant Customer Behavior: An Exploration of Frontline Employee Tactics, Journal of Marketing Theory and Practice, 14, 95, 10.2753/MTP1069-6679140201 Richins, 1997, Measuring Emotions in the Consumption Experience, Journal of Consumer Research, 24, 127, 10.1086/209499 Rose, 1999, From Rudeness to Road Rage: The Antecedents and Consequences of Consumer Aggression, Advances in Consumer Research, 26, 12 Rupp, 2006, When Customers Lash Out: The Effects of Customer Interactional Injustice on Emotional Labor and the Mediating Role of Discrete Emotions, Journal of Applied Psychology, 91, 971, 10.1037/0021-9010.91.4.971 Scherer, 1986, Vocal Affect Expression: A Review and Model for Future Research, Psychological Bulletin, 99, 143, 10.1037/0033-2909.99.2.143 Schneider, 1995 Schneider, 1999, Understanding Customer Delight and Outrage, Sloan Management Review, 35 Shaver, 1987, Emotion Knowledge: Further Exploration of a Prototype Approach, Journal of Personality and Social Psychology, 52, 1061, 10.1037/0022-3514.52.6.1061 Shin, Annys (2006), “What Customers Say and How They Say it: Call Centers Using ‘Emotion Detection’,” The Washington Post, October 18, DOI. Shnabel, 2008, A Needs-Based Model of Reconciliation: Satisfying the Differential Emotional Needs of Victim and Perpetrator as a Key to Promoting Reconciliation, Journal of Personality and Social Psychology, 94, 116, 10.1037/0022-3514.94.1.116 Singh, 1990, Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories, Journal of the Academy of Marketing Science, 18, 1, 10.1007/BF02729758 Smith, 1998, An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?, Journal of Service Research, 1, 64, 10.1177/109467059800100106 Smith, 1999, A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery, Journal of Marketing Research, 36, 356, 10.2307/3152082 Spielberger, 1999 Stephens, 1998, Why Don’t Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior, Journal of the Academy of Marketing Science, 26, 172, 10.1177/0092070398263001 Strauss, 1998 Tax, 1998, Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing, Journal of Marketing, 62, 60, 10.2307/1252161 Tyler, 1994, Psychological Models of the Justice Motive: Antecedents of Distributive and Procedural Justice, Journal of Personality and Social Psychology, 67, 850, 10.1037/0022-3514.67.5.850 Villagran, Lauren (2006), “Stress, Deadline Makes for Angry Shoppers: Stores Taking Measures to Calm People Down and Protect their Employees,” New York: The Associated Press [retrieved from http://www.msnbc.msn.com/id/16301557/]. Weiss, 1996, Affective Events Theory: A Theoretical Discussion of the Structure, Causes and Consequences of Affective Experiences at Work, Research in Organizational Behavior, 18, 1 Zeelenberg, 2004, Beyond Valence in Customer Dissatisfaction: A Review and New Findings on Behavioral Responses to Regret and Disappointment in Failed Services, Journal of Business Research, 57, 445, 10.1016/S0148-2963(02)00278-3 Zeithaml, 1996, The Behavioral Consequences of Service Quality, Journal of Marketing, 60, 31, 10.2307/1251929