服务失败时消费者愤怒行为研究：评价、情感和应激的视角.pdfVIP

JMS 中国营销科学博士生学术论坛参选论文 服务失败时消费者愤怒行为研究：评价、情感和应激的视角 蔡晨晨，在读研究生；复旦大学管理学院；上海市杨浦区国顺路 670 号,200433 ；电话： 021-2501- 1198；电子邮箱：chenchenccc@；传真：021-6510-3463； 鲁直，博士，复旦大学管理学院副教授；上海市国顺路 670 号，200433 ； 电话： 021-2501- 1198；电子邮箱：zhilu@ ；传真：021-6510-3463； Paul Patterson，博士；澳大利亚新南威尔士大学市场营销系教授；University of New South Wales, Sydney, NSW 2052, Australia ； 电 话 ： +61 2 9385 3385 ； 电 子 邮 箱：p.patterson@.au ；传真：+61 2 9663 1985 摘要：消费者愤怒行为的研究不仅是服务营销中亟待填补的一片空白，而且对于组织如 何应对消费者愤怒、更好地为消费者服务都是十分重要的。本文旨在研究消费者在经历组织 产品或服务失败后产生愤怒情绪的过程，同时本研究对于消费者对组织行为的评价和应激行 为是否受到性别、年龄、学历和收入水平等方面的影响也进行了检验。 关键词：服务失败 愤怒 评价 应激行为 Consumer Rage Research in Service Failure Condition: From the Angles of Appraisal, Emotion and Coping Chenchen Cai, in the first year of the postgraduate course; School of Management,Fudan University; 670 Guoshun Road,Shanghai,200433 P.R.China; Phone ：021-2501-1198; Email: chenchenccc@; Fax：021-6510-3463; Zhi Lu, Ph.D.; School of Management,Fudan University; Associate Professor; 670 Guoshun Road,Shanghai,200433 P.R.China; Phone ：021-2501- 1198; Email: martin.zhi.lu@; Fax： 021-6510-3463; Puals are: Paul Patterson, Ph.D., Professor of Marketing, School of Marketing, University of New South Wales, Sydney, NSW 2052, Australia, Phone: +61 2 9385 3385, Email: p.patterson@.au, Fax: +61 2 9663 1985; Abstract ：Psychologists, sociologists, and anthropologists have deep and all-around researches in the field of how people appraisal and cope in a pressed event for over 20 years but few in the field of consumers. The research of consumer rage is important and useful. In this article the writer collected more than 300 samples of different genders, ages, educations, and family incomes. The interviewee was required to tell a consumer rage event in detail and some related content. From