McColl-Kennedy, Janet R.; Nguyen, Doan - 2010
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 …