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Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale

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  • Klaus Schoefer

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  • Adamantios Diamantopoulos

Abstract

The role of emotions is increasingly gaining attention as a central element in understanding customer evaluations of service failure and recovery experiences. Despite the importance of emotions for service organizations, however, empirical investigations of customers’ emotional response to service recovery encounters remain scarce. A reason for this has been the absence of a valid and reliable measurement instrument for analyzing and comparing the emotions associated with different recovery experiences. Addressing this issue, the current paper presents the development and validation of a new scale specifically designed to measure experienced emotions during service recovery encounters (ESRE). The results show that the ESRE scale is a valid and reliable instrument, which should be helpful for empirically studying the role of emotional responses to service failure and recovery encounters. Copyright Springer-Verlag 2008

Suggested Citation

  • Klaus Schoefer & Adamantios Diamantopoulos, 2008. "Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale," Service Business, Springer;Pan-Pacific Business Association, vol. 2(1), pages 65-81, March.
  • Handle: RePEc:spr:svcbiz:v:2:y:2008:i:1:p:65-81
    DOI: 10.1007/s11628-007-0024-0
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    File URL: http://hdl.handle.net/10.1007/s11628-007-0024-0
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    References listed on IDEAS

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    1. Laros, Fleur J.M. & Steenkamp, Jan-Benedict E.M., 2005. "Emotions in consumer behavior: a hierarchical approach," Journal of Business Research, Elsevier, vol. 58(10), pages 1437-1445, October.
    2. Williams, Patti & Aaker, Jennifer L, 2002. " Can Mixed Emotions Peacefully Coexist?," Journal of Consumer Research, Oxford University Press, vol. 28(4), pages 636-649, March.
    3. Richins, Marsha L, 1997. " Measuring Emotions in the Consumption Experience," Journal of Consumer Research, Oxford University Press, vol. 24(2), pages 127-146, September.
    4. Westbrook, Robert A & Oliver, Richard L, 1991. " The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Oxford University Press, vol. 18(1), pages 84-91, June.
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    Cited by:

    1. Roth, Katharina P. & Diamantopoulos, Adamantios, 2009. "Advancing the country image construct," Journal of Business Research, Elsevier, vol. 62(7), pages 726-740, July.
    2. repec:eee:joinma:v:36:y:2016:i:c:p:107-120 is not listed on IDEAS
    3. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
    4. repec:eee:joreco:v:31:y:2016:i:c:p:182-198 is not listed on IDEAS

    More about this item

    Keywords

    Service recovery; Emotions; Scale development;

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