Despite considerable effort to make customers happy, things sometimes go wrong. When service failure occurs, the customers often experience negative emotion such as anger, outrage or sadness. Understanding customers’ negative emotions facilitates service providers to handle difficult...

While some pioneering works have reported the significant influence that clients have to sway the behavioural perspectives and value opinions of property valuers, others have examined the increasing trends of client sophistication in their demands on valuers and advised valuers to work towards...