FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W2106907042> ?p ?o ?g. }

• W2106907042 endingPage "338" @default.
• W2106907042 startingPage "326" @default.
• W2106907042 abstract "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 involving a group of customers who do not meet the expectations of all or the majority of the customers. Compared with service failure involving individual customers (individual service failure), customers in group service failure are likely to show different emotional and behavioral characteristics. The authors conduct two experiments and find that customers have higher levels of anger and complaint intentions in group service failure than in individual service failure. In addition, the displays of anger by surrounding customers are positively related to individual customers’ anger. Through a second experiment, this article further investigates the role of group size and group familiarity on group emotional contagion during group service failure. The results show that both group size and group familiarity moderate the relationship between the displays of anger by surrounding customers and an individual customer’s anger—that is, the effect of group emotional contagion is stronger in a large/familiar group than in a small/unfamiliar group. The results provide several theoretical and managerial implications for research in group service failure." @default.
• W2106907042 created "2016-06-24" @default.
• W2106907042 creator A5010678589 @default.
• W2106907042 creator A5014108248 @default.
• W2106907042 creator A5072711823 @default.
• W2106907042 date "2014-01-21" @default.
• W2106907042 modified "2023-10-16" @default.
• W2106907042 title "Group Emotional Contagion and Complaint Intentions in Group Service Failure" @default.
• W2106907042 cites W1572543368 @default.
• W2106907042 cites W1985026524 @default.
• W2106907042 cites W1992886809 @default.
• W2106907042 cites W2006681980 @default.
• W2106907042 cites W2009421581 @default.
• W2106907042 cites W2017697207 @default.
• W2106907042 cites W2019018146 @default.
• W2106907042 cites W2026882982 @default.
• W2106907042 cites W2029201079 @default.
• W2106907042 cites W2029226667 @default.
• W2106907042 cites W2030877519 @default.
• W2106907042 cites W2030999202 @default.
• W2106907042 cites W2031296644 @default.
• W2106907042 cites W2033309173 @default.
• W2106907042 cites W2036886280 @default.
• W2106907042 cites W2040454190 @default.
• W2106907042 cites W2055924487 @default.
• W2106907042 cites W2058229508 @default.
• W2106907042 cites W2059441062 @default.
• W2106907042 cites W2062942192 @default.
• W2106907042 cites W2065517342 @default.
• W2106907042 cites W2067369167 @default.
• W2106907042 cites W2071116264 @default.
• W2106907042 cites W2077947807 @default.
• W2106907042 cites W2079531197 @default.
• W2106907042 cites W2079864151 @default.
• W2106907042 cites W2080867621 @default.
• W2106907042 cites W2111208684 @default.
• W2106907042 cites W2111995023 @default.
• W2106907042 cites W2114399139 @default.
• W2106907042 cites W2123465917 @default.
• W2106907042 cites W2141312629 @default.
• W2106907042 cites W2153134053 @default.
• W2106907042 cites W2158873671 @default.
• W2106907042 cites W2160551005 @default.
• W2106907042 cites W2162229189 @default.
• W2106907042 cites W2163815714 @default.
• W2106907042 cites W2171907234 @default.
• W2106907042 cites W2322265573 @default.
• W2106907042 cites W2495348802 @default.
• W2106907042 cites W4230678099 @default.
• W2106907042 cites W4238576754 @default.
• W2106907042 cites W4245652177 @default.
• W2106907042 cites W4251010461 @default.
• W2106907042 cites W4377559661 @default.
• W2106907042 doi "https://doi.org/10.1177/1094670513519290" @default.
• W2106907042 hasPublicationYear "2014" @default.
• W2106907042 type Work @default.
• W2106907042 sameAs 2106907042 @default.
• W2106907042 citedByCount "41" @default.
• W2106907042 countsByYear W21069070422016 @default.
• W2106907042 countsByYear W21069070422017 @default.
• W2106907042 countsByYear W21069070422018 @default.
• W2106907042 countsByYear W21069070422019 @default.
• W2106907042 countsByYear W21069070422020 @default.
• W2106907042 countsByYear W21069070422021 @default.
• W2106907042 countsByYear W21069070422022 @default.
• W2106907042 countsByYear W21069070422023 @default.
• W2106907042 crossrefType "journal-article" @default.
• W2106907042 hasAuthorship W2106907042A5010678589 @default.
• W2106907042 hasAuthorship W2106907042A5014108248 @default.
• W2106907042 hasAuthorship W2106907042A5072711823 @default.
• W2106907042 hasConcept C140781008 @default.
• W2106907042 hasConcept C144133560 @default.
• W2106907042 hasConcept C15744967 @default.
• W2106907042 hasConcept C159237981 @default.
• W2106907042 hasConcept C162853370 @default.
• W2106907042 hasConcept C17744445 @default.
• W2106907042 hasConcept C199539241 @default.
• W2106907042 hasConcept C2775902765 @default.
• W2106907042 hasConcept C2779302386 @default.
• W2106907042 hasConcept C2780378061 @default.
• W2106907042 hasConcept C2780838233 @default.
• W2106907042 hasConcept C77805123 @default.
• W2106907042 hasConceptScore W2106907042C140781008 @default.
• W2106907042 hasConceptScore W2106907042C144133560 @default.
• W2106907042 hasConceptScore W2106907042C15744967 @default.
• W2106907042 hasConceptScore W2106907042C159237981 @default.
• W2106907042 hasConceptScore W2106907042C162853370 @default.
• W2106907042 hasConceptScore W2106907042C17744445 @default.
• W2106907042 hasConceptScore W2106907042C199539241 @default.
• W2106907042 hasConceptScore W2106907042C2775902765 @default.
• W2106907042 hasConceptScore W2106907042C2779302386 @default.
• W2106907042 hasConceptScore W2106907042C2780378061 @default.
• W2106907042 hasConceptScore W2106907042C2780838233 @default.
• W2106907042 hasConceptScore W2106907042C77805123 @default.
• W2106907042 hasIssue "3" @default.
• W2106907042 hasLocation W21069070421 @default.
• W2106907042 hasOpenAccess W2106907042 @default.
• W2106907042 hasPrimaryLocation W21069070421 @default.

• next