Consumer Social Power in Unsatisfactory Experiences with Services

Maria Fuentes Blasco, Gloria Berenguer Contri, Maria Eugenia Ruiz Molina and Beatriz Moliner Velasquez

No 200, Apas Papers from Academic Public Administration Studies Archive - APAS

Abstract: One of the most recent research in services is to study the influence of social power on consumer satisfaction and subsequent responses. In this regard, the present paper is framed within the context of unsatisfactory experiences with services and addresses the role of the social power of consumers in their negative emotions, their level of dissatisfaction and their social consequences, particularly in behaviour and Word-of-Mouth (WOM) intentions. Results show that social power can adversely influence dissatisfaction and exerts no influence on negative emotions, while dissatisfaction and negative emotions positively influence behaviour and negative WOM intentions.

Keywords: Affects and Word-of-Mouth; Dissatisfaction; Social power (search for similar items in EconPapers)
Date: 2010-07-05
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Persistent link: https://EconPapers.repec.org/RePEc:nsu:apasro:200

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