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Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...
Persistent link: https://www.econbiz.de/10008787949
negative emotions of anger and helplessness. Drawing on the appraisal theories of emotion, I argue that these emotions have …
Persistent link: https://www.econbiz.de/10008631541
This article offers a critical assessment of Cristina Bicchieri and Jon Elster’s recent attempt to distinguish between social, moral, and quasi-moral norms. Although their typologies present interesting differences, they both distinguish types of norms on the basis of the way in which context,...
Persistent link: https://www.econbiz.de/10010865775
Many retailers use coupons to compensate customers who complain. They also establish procedures to manage complaints quickly to avoid customer defection. Little attention has been paid to how these managerial actions used by retailers (e.g. coupons, quick response, etc.) interact and no research...
Persistent link: https://www.econbiz.de/10011050120
anger and sadness were explored. The cross-sectional and longitudinal findings consistently suggest that the frequency of … anger increases during young adulthood, but then shows a steady decrease until old age. By contrast, the frequency of …
Persistent link: https://www.econbiz.de/10010954561
Persistent link: https://www.econbiz.de/10005016184
Anger is often viewed as a destructive force in intergroup conflicts because of its links to aggressive behavior. The … authors hypothesized, however, that anger should have constructive effects in those with low levels of hatred toward the out … the context of the Israeli—Palestinian conflict. Study 1 showed that inducing anger toward Palestinians several weeks …
Persistent link: https://www.econbiz.de/10009367587
anger and sadness were explored. The cross-sectional and longitudinal findings consistently suggest that the frequency of … anger increases during young adulthood, but then shows a steady decrease until old age. By contrast, the frequency of …
Persistent link: https://www.econbiz.de/10010896255
Anger and fear are frequently felt and impactful workplace emotions, especially in times of crisis when critical … generalized mood rather than on direct emotional experience. This study asks two research questions: Do anger and fear facilitate …. Four types of decision effectiveness are identified: task, personal, growth, and leadership. The implications of emotion …
Persistent link: https://www.econbiz.de/10010786682
Persistent link: https://www.econbiz.de/10005719527