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Cultural impacts on felt and expressed emotions and third party complaint relationships

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  • Baker, Thomas L.
  • Meyer, Tracy
  • Chebat, Jean-Charles

Abstract

This article investigates the influence of emotion and culture on intentions to proceed with third party action following a service failure. Negative emotions are broken into two distinct components, those inwardly felt versus those outwardly visible. Consistent with Appraisal Theory, results provide empirical support for positive relationships between felt emotion and displayed emotion and displayed emotion on third party action against a service firm. Hofstede's model suggests that cultural values (individualism, uncertainty avoidance, and power distance) influence emotions internally felt relative to emotions externally displayed as well as intentions to voice a complaint to a third party. Empirical support was found for two of the six cultural-based moderating hypotheses. The results of the data collection effort were less conclusive than theory would suggest. This leads one to question the actual moderating effects of culture in the field of critical incidents. Theoretical and managerial implications are drawn from these findings.

Suggested Citation

  • Baker, Thomas L. & Meyer, Tracy & Chebat, Jean-Charles, 2013. "Cultural impacts on felt and expressed emotions and third party complaint relationships," Journal of Business Research, Elsevier, vol. 66(7), pages 816-822.
    • Handle: RePEc:eee:jbrese:v:66:y:2013:i:7:p:816-822
    DOI: 10.1016/j.jbusres.2011.06.006
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    Cited by:

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    2. Aslıhan KIYMALIOĞLU & Eyyüp YARAŞ & Duygu AYDIN ÜNAL, 2018. "Keeping up with the Joneses – the Effect of Individual Cultural Values on Conspicuous Consumption," Istanbul Business Research, Istanbul University Business School, vol. 47(1), pages 88-100, May.
    3. Leonidas C. Leonidou & Bilge Aykol & Jorma Larimo & Lida Kyrgidou & Paul Christodoulides, 2021. "Enhancing International Buyer-Seller Relationship Quality and Long-Term Orientation Using Emotional Intelligence: The Moderating Role of Foreign Culture," Management International Review, Springer, vol. 61(3), pages 365-402, June.
    4. Gaucher, Benoît & Chebat, Jean-Charles, 2019. "How uncivil customers corrode the relationship between frontline employees and retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 1-10.
    5. Cheah, Jun-Hwa & Waller, David & Thaichon, Park & Ting, Hiram & Lim, Xin-Jean, 2020. "Price image and the sugrophobia effect on luxury retail purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    6. Tari Kasnakoglu, Berna & Yilmaz, Cengiz & Varnali, Kaan, 2016. "An asymmetric configural model approach for understanding complainer emotions and loyalty," Journal of Business Research, Elsevier, vol. 69(9), pages 3659-3672.
    7. Abosag, Ibrahim & Baker, Thomas L. & Hall, Kristina Lindsey & Voulgari, Aliki-Dimitra & Zheng, Xiaoyuan, 2017. "Antecedents and consequences of liking in retail service relationships in China and Greece," International Business Review, Elsevier, vol. 26(3), pages 566-578.
    8. Gambetta, Nicolás & Zorio-Grima, Ana & García-Benau, María Antonia, 2015. "Complaints management and bank risk profile," Journal of Business Research, Elsevier, vol. 68(7), pages 1599-1601.
    9. Babin, Barry J. & Borges, Adilson & James, Kevin, 2016. "The role of retail price image in a multi-country context: France and the USA," Journal of Business Research, Elsevier, vol. 69(3), pages 1074-1081.

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