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Customer Rage Spectrum Emotions in Service Failure Encounters: Linking Experience, Expression,Behaviour and Organisational Respo

Classification
Dimension Value
  • Discipline
  • Business Sciences
    • Business Administration
      • Business Management
      • Human Resources Management
  • Project Working Hours
  • Not Specified
  • Research Study Hybrid Value Creation
  • Not Specified
  • Funding Institutions
  • National governmental Funding
    • Other
  • Other Funding Institutions
  • Australian Research Council
  • Supportprogram
  • ARC Discovery

Customer Rage Spectrum Emotions in Service Failure Encounters: Linking Experience, Expression,Behaviour and Organisational Respo ()

Customer rage has recently received considerable attention in the press. Yet, organisations are ill-equipped to deal with this disturbing phenomenon. This ground-breaking research will help business and government service organisations better understand and respond to customer rage in order to avoid economic, social and emotional losses, and minimise damage to property and persons. Such practices should result in stress reduction among consumers and front-line employees, thereby lowering society's healthcare costs and improving citizens' overall quality of life. Since the research examines how customer rage varies across East-West cultures, the results will also have significant international impact.


This project was described byAdmin Istrator (22. June 2011 - 11:11)
This project was last edited by Sanja Tumbas (1. July 2012 - 21:12)

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