Purpose – The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological actions are movements into the future that are believed to be move either towards a predictable/known or...

Purpose – This paper aims to assess negative emotions in Mexican, Puerto Rican and Spanish service settings in the hospital industry. The paper also attempts to validate previous findings in existing theory and previous studies across three national samples and describes the similarities and...