A cross-cultural perspective on the role of emotion in negative service encounters

Anne M. Smith

The Service Industries Journal, 2006, vol. 26, issue 7, 709-726

Abstract: The purpose of this research is to examine cross-cultural differences in emotional responses to negative service encounters and the consequent impact on behavioural intentions. Focus groups of UK and West African consumers discussed two video scenarios, described employee and consumer behaviour, and projected emotional responses. Although anger was a major emotion, African consumers emphasised feelings of ‘sadness’ (humiliation and embarrassment). Such feelings were more likely to influence switching and other behavioural intentions when attributable to employee behaviour. Differences were also identified in interpretations of employee behaviour and perceived attribution of negative emotions.

Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:26:y:2006:i:7:p:709-726

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DOI: 10.1080/02642060600898203

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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