This paper aims to investigate the differences in the consumers’ response toward service failure incidents in different service categories. Additionally, it also examines in what ways customers assign responsibility to dissatisfying service outcome. A survey was conducted among 240 customers...

Despite considerable effort to make customers happy, things sometimes go wrong. When service failure occurs, the customers often experience negative emotion such as anger, outrage or sadness. Understanding customers’ negative emotions facilitates service providers to handle difficult...

Knowing how to handle angry customers following a service failure is an important aspect of a service provider’s work role. This paper presents a conceptual framework to help better understand: (1) how customer anger is provoked by a service failure; (2) how it may be reduced through specific...

Complaint behavior in restaurant service industry is remarkable known. This study empirically investigates the attitudes, reasons for customers began to complain and most importantly the customer complaint behavior in restaurant service. Personally administered questionnaire was used and through...