Consumer Response to Service Failures: the Role of Emotional Intelligence and Coping

Yuliya Strizhakova, Rutgers University, USA
Yelena Tsarenko, Monash University, Australia
The goal of the study was to understand how consumers use their intrinsic resources in situations of service failures. Specifically, we examined how consumers applied their Emotional Intelligence (EI) to deal with negative emotions when facing service failures with varying degrees of recovery, to implement their copying strategies and to engage in negative word-of-mouth. We also assessed idiosyncratic effects of the four EI dimensions. Overall, consumer EI played a critical role in managing negative emotions and activating relevant coping strategies but EI dimensions exhibited some antagonistic effects. Recovery efforts by a service provider moderated some EI effects.
[ to cite ]:
Yuliya Strizhakova and Yelena Tsarenko (2010) ,"Consumer Response to Service Failures: the Role of Emotional Intelligence and Coping ", in NA - Advances in Consumer Research Volume 37, eds. Margaret C. Campbell, Jeff Inman, and Rik Pieters, Duluth, MN : Association for Consumer Research, Pages: 304-311 .