Skip to content
Home
About Us
Resources
Profiles Metrics
Authors Directory
Institutions Directory
Top Authors
Top Institutions
Top Sponsors
AI Digest
Contact Us
Menu
Home
About Us
Resources
Profiles Metrics
Authors Directory
Institutions Directory
Top Authors
Top Institutions
Top Sponsors
AI Digest
Contact Us
Home
About Us
Resources
Profiles Metrics
Authors Directory
Institutions Directory
Top Authors
Top Institutions
Top Sponsors
AI Digest
Contact Us
Menu
Home
About Us
Resources
Profiles Metrics
Authors Directory
Institutions Directory
Top Authors
Top Institutions
Top Sponsors
AI Digest
Contact Us
Publication Details
AFRICAN RESEARCH NEXUS
SHINING A SPOTLIGHT ON AFRICAN RESEARCH
business, management and accounting
Service receivers' negative emotions in airline and hospital service settings
Journal of Services Marketing, Volume 26, No. 7, Year 2012
Notification
URL copied to clipboard!
Description
Purpose: The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital. Design/methodology/approach: A descriptive, convenience sampling survey method was used to collect data in South Africa consisting of a sample of 294 respondents at an airport and 288 respondents in a hospital. Data analysis included an exploratory factor analysis, and the results reported in this paper are based on the critical incident technique. Findings: The findings indicate both similarities and differences in service receivers' negative emotions between the two service settings. Furthermore, the results were found to be valid and reliable. Research limitations/implications: The results obtained pertaining to the negative emotions that service receivers experience in two service settings in South Africa may provide the foundation for further research and replication in other countries. Furthermore, the results can aid in refining and extending service providers' efforts of managing critical incidents in different service settings in airline and hospital service settings. Practical implications: Three main aspects of negative incidences in service encounters should be considered in strategies to manage critical incidents, namely those that are caused by: the service receiver; the service provider; or the service encounter context. Originality/value: This study complements and reinforces existing theory pertaining to the negative emotions service receivers' experience in negative service encounters. © Emerald Group Publishing Limited.
Authors & Co-Authors
Petzer, Daniel J.
South Africa, Johannesburg
University of Johannesburg
De Meyer-Heydenrych, Christine F.
South Africa, Johannesburg
University of Johannesburg
Svari, Sander
Norway, Oslo
Oslo School of Management
Svensson, Göran K.
Norway, Oslo
Oslo School of Management
Statistics
Citations: 51
Authors: 4
Affiliations: 2
Identifiers
Doi:
10.1108/08876041211266413
ISSN:
08876045
Research Areas
Health System And Policy
Study Design
Cross Sectional Study
Exploratory Study
Study Approach
Quantitative
Study Locations
South Africa