why choose us

300×250 Ad Slot

Research Article: 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

Date Published: 2023-05-10

Introduction:
After a service failure, consumers experience negative emotions such as frustration and anger, , which, in turn, may have an impact on coping responses such as complaining intention. , Recently, a server breakdown occurred on a major online messenger platform, KakaoTalk, in South Korea. Since . million people out of a population of million use the KakaoTalk application to communicate, shop, and do ride-hailing, this server outage resulted in millions of angry and frustrated consumers. After the immense service…

Read more

300×250 Ad Slot