Group Emotional Contagion and Complaint Intentions in Group Service Failure: The Role of Group Size and Group Familiarity

Service failure is well documented in service marketing literature, which mainly focuses on service interactions between employees and individual customers. However, prior research has not examined customers’ emotional and behavioral responses during group service failure—that is, a service involvin...

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Bibliographic Details
Published in:Journal of service research : JSR 2014-08, Vol.17 (3), p.326-338
Main Authors: Du, Jiangang, Fan, Xiucheng, Feng, Tianjun
Format: Article
Language:English
Subjects:
Anger
Complaints
Consumer behavior
Customer services
Studies
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