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

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.



Citation:

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 .

Authors

Yuliya Strizhakova, Rutgers University, USA
Yelena Tsarenko, Monash University, Australia



Volume

NA - Advances in Consumer Research Volume 37 | 2010



Share Proceeding

Featured papers

See More

Featured

The Impact of Previews on the Enjoyment of Multicomponent Multimedia Experiences

Jayson S. Jia, University of Hong Kong
Baba Shiv, Stanford University, USA

Read More

Featured

Always Trust in Your Friends? Cross-cultural Effects of Review Source and Incentives on Trustworthiness

Dionysius Ang, Leeds University Business School

Read More

Featured

Brand’s Moral Character Predominates in Brand Perception and Evaluation

Mansur Khamitov, Nanyang Technological University, Singapore
Rod Duclos, Western University, Canada

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.