Frustration and Anger Mitigation After Service Failure: The Effect of Other Consumer’s Explanation and Employee’s Explanation on Frustration and Anger After the Service Failure

Jee Eun Lee Department of Business, Korea University, Seoul, 02841, Republic of KoreaCorrespondence: Jee Eun Lee, Department of Business, Korea University, 145, Anam-Ro, Seongbuk-Gu, Seoul, 02841, Korea, Email jelee89@korea.ac.krPurpose: Based on the attribution and appraisal theories of emotion, th...

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Bibliographic Details

Published in:	Psychology Research and Behavior Management
Main Author:	Lee JE
Format:	Article
Language:	English
Published:	Dove Medical Press 2023-05-01
Subjects:	service recovery other consumer’s explanation employee’s explanation frustration anger
Online Access:	https://www.dovepress.com/frustration-and-anger-mitigation-after-service-failure-the-effect-of-o-peer-reviewed-fulltext-article-PRBM