customers often experience negative emotion such as anger, outrage or sadness. Understanding customers’ negative emotions … profit context has yet to be investigated. This paper examines differences between the determinants of customer anger towards … service failures in a not-for-profit service failure setting. Amongst the negative emotions, anger is the one of the most …

role. This paper presents a conceptual framework to help better understand: (1) how customer anger is provoked by a service … Phase 1, an external cause produces anger and that cognitive appraisal in terms of: (a) goal relevance; (b) goal … incongruence; and (c) ego-involvement moderates the intensity of anger experience by the customer. In Phase 2, we argue that …