How Embarrassing! An Exploratory Study of Critical Incidents Including Affective Reactions

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Title How Embarrassing! An Exploratory Study of Critical Incidents Including Affective Reactions
Author Grace, Debra Ann
Journal Name Journal of Service Research
Editor A. Parasuraman
Year Published 2007
Place of publication United States
Publisher Sage Publications
Abstract Using Critical Incident Technique (CIT), data were collected from 166 respondents who related incidents involving embarrassment experienced over a total of 44 different service environments. In applying a functional analysis, a number of embarrassment antecedents in the form of sources (e.g., customer, service provider, others present) and stimuli (e.g., criticism, awkward acts, image appropriateness, forgetfulness/lack of knowledge/error, environment/surroundings and violations of privacy) were identified. Embarrassment was found to be manifested by emotional, physiological and behavioural reactions and its long-term consequences included both positive and negative behavioural intentions and word-of-mouth communications. The Functional Analysis of Consumer Embarrassment (FACE) provides an informative framework to enhance our understanding of affective reactions in service encounters and provides a solid foundation for future research.
Peer Reviewed Yes
Published Yes
Publisher URI
Copyright Statement Copyright 2007 SAGE Publications. Please refer to the journal link for access to the definitive, published version.
Volume 9
Issue Number 3
Page from 271
Page to 284
ISSN 1094-6705
Date Accessioned 2007-07-13
Language en_AU
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject Marketing and Market Research
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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