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...

Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer...