Customer's angry voice: Targeting employees or the organization?

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• 作者：Janet R. McColl-Kennedy^a ; ^{j.mccoll-kennedy@business.uq.edu.au"" rel=""nofollow} ; Beverley A. Sparks^b ; ¹ ; ^{B.Sparks@griffith.edu.au"" rel=""nofollow} ; Doan T. Nguyen^a ; ² ; ^{d.nguyen@business.uq.edu.au"" rel=""nofollow}
• 关键词：Customer anger ; Service recovery ; Interactional justice ; Sins-of-omission
• 刊名：Journal of Business Research
• 出版年：2011
• 出版时间：July 2011
• 年：2011
• 卷：64
• 期：7
• 页码：707-713
• 全文大小：195 K

文摘

Poor service encounters have the potential to leave customers feeling angry at the frontline service employee who serves them, angry at the organization, or angry at both parties. The 25 in-depth interviews (Study 1) and experimental work (Study 2) demonstrate how distributive (outcome fairness), procedural (response time) and interactional (treatment received) justice dimensions differentially affect where the customer targets her or his anger, either at the frontline employee or at the organization as a whole. Further investigation reveals sins-of-omission (when the service provider failed to act) and interactional justice mediate the effect of response time on anger at the employee. Interactional justice also partially mediates the effect of outcome fairness on anger at the organization whereas sins-of-omission do not.