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

遇到服务失败时的客户愤怒谱情绪：将体验、表达、行为和组织响应联系起来

• 批准号: DP0664410
• 负责人: Prof Janet McColl-Kennedy
• 金额: $ 16.64万
• 依托单位: The University of Queensland
• 依托单位国家: 澳大利亚
• 项目类别: Discovery Projects
• 财政年份: 2006
• 资助国家: 澳大利亚
• 起止时间: 2006-01-01 至 2010-01-31
• 项目状态: 已结题
• 来源: https://dataportal.arc.gov.au/RGS/Web/Grants/DP0664410
• 关键词: Customer; Rage; Spectrum; Emotions; Service

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.

顾客的愤怒最近受到了新闻界的相当大的关注。然而，组织没有能力应对这种令人不安的现象。这项突破性的研究将帮助企业和政府服务机构更好地了解和应对客户的愤怒，以避免经济，社会和情感损失，并尽量减少对财产和人员的损害。这些做法应能减轻消费者和一线员工的压力，从而降低社会的医疗成本，提高公民的整体生活质量。由于这项研究考察了东西方文化中客户愤怒的差异，因此结果也将产生重大的国际影响。