Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale |
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Authors: | Klaus Schoefer Adamantios Diamantopoulos |
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Institution: | (1) Centre for Business Studies (BWZ), Chair of International Marketing, University of Vienna, Bruenner Strasse 72, 1210 Vienna, Austria |
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Abstract: | The role of emotions is increasingly gaining attention as a central element in understanding customer evaluations of service
failure and recovery experiences. Despite the importance of emotions for service organizations, however, empirical investigations
of customers’ emotional response to service recovery encounters remain scarce. A reason for this has been the absence of a
valid and reliable measurement instrument for analyzing and comparing the emotions associated with different recovery experiences.
Addressing this issue, the current paper presents the development and validation of a new scale specifically designed to measure
experienced emotions during service recovery encounters (ESRE). The results show that the ESRE scale is a valid and reliable
instrument, which should be helpful for empirically studying the role of emotional responses to service failure and recovery
encounters.
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Keywords: | Service recovery Emotions Scale development |
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