Anger, frustration, and helplessness after service failure: coping strategies and effective informational support

  title={Anger, frustration, and helplessness after service failure: coping strategies and effective informational support},
  author={Katja Gelbrich},
  journal={Journal of the Academy of Marketing Science},
  • Katja Gelbrich
  • Published 1 October 2010
  • Psychology
  • Journal of the Academy of Marketing Science
We examine the crucial role of helplessness in explaining idiosyncratic coping responses to anger and frustration after service failure (a). Moreover, we examine the mitigating effect of informational support (i.e., explanations) on these emotions (b). With respect to (a), it is argued that the coincidence of anger (frustration) and high levels of helplessness enhances vindictive nWOM (support-seeking nWOM), whereas the coincidence of anger (frustration) and low levels of helplessness enhances… 
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