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Angry customers don't come back, they get back : The experience and behavioral implications of anger and dissatisfaction in services

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  • Bougie, J.R.G.

    (Tilburg University, School of Economics and Management)

  • Pieters, R.

    (Tilburg University, School of Economics and Management)

  • Zeelenberg, M.

    (Tilburg University, School of Economics and Management)

Abstract

No abstract is available for this item.

Suggested Citation

  • Bougie, J.R.G. & Pieters, R. & Zeelenberg, M., 2003. "Angry customers don't come back, they get back : The experience and behavioral implications of anger and dissatisfaction in services," Other publications TiSEM 1708fb71-fd68-41d9-b870-e, Tilburg University, School of Economics and Management.
    • Handle: RePEc:tiu:tiutis:1708fb71-fd68-41d9-b870-e247776e8367
    as

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    References listed on IDEAS

    as
    1. Folkes, Valerie S & Koletsky, Susan & Graham, John L, 1987. "A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(4), pages 534-539, March.
    2. Folkes, Valerie S, 1988. "Recent Attribution Research in Consumer Behavior: A Review and New Directions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 548-565, March.
    3. Mano, Haim & Oliver, Richard L, 1993. "Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 451-466, December.
    Full references (including those not matched with items on IDEAS)

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