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

顾客的愤怒最近在媒体上受到了相当大的关注。然而，组织机构在应对这一令人不安的现象方面装备不足。这项开创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愤怒，以避免经济、社会和情感损失，并将对财产和人身的损失降至最低。这种做法应该会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顾客愤怒的差异，其结果也将产生重大的国际影响。

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.