An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters

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Title An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters
Author Grace, Debra Ann
Journal Name Journal of Retailing and Consumer Services
Year Published 2009
Place of publication United Kingdom
Publisher Elsevier Ltd
Abstract Using an experimental repeated-measures design (n ¼ 240), this study examines the level of embarrassment and repatronage intentions in relation to13 embarrassing service encounters.The manipulation of two independent variables,i.e. embarrassment source (i.e., service provider, others present and consumer) and embarrassment stimuli (violations of privacy,awkward acts, forgetfulness/error, image appropriateness and criticism ) are represented by 13 hypothetical scenarios included in a self-report survey.The findings have relevance for theory and practice and provide direction for future research in this area.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1016/j.jretconser.2008.02.004
Copyright Statement Copyright 2009 Elsevier. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
Volume 16
Issue Number 1
Page from 1
Page to 9
ISSN 0969-6989
Date Accessioned 2010-01-12
Date Available 2010-09-08T04:56:36Z
Language en_AU
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject Marketing Management (incl Strategy and Customer Relations)
URI http://hdl.handle.net/10072/30089
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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