Consumer Social Power in Unsatisfactory Experiences with Services

Academic Public Administration Studies

Consumer Social Power in Unsatisfactory Experiences with Services

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Title: Consumer Social Power in Unsatisfactory Experiences with Services
Author: Velasquez, Beatriz Moliner; Molina, Maria Eugenia Ruiz; Contri, Gloria Berenguer; Blasco, Maria Fuentes
Abstract: One of the most recent research in services is to study the influence of social power on consumer satisfaction and subsequent responses. In this regard, the present paper is framed within the context of unsatisfactory experiences with services and addresses the role of the social power of consumers in their negative emotions, their level of dissatisfaction and their social consequences, particularly in behaviour and Word-of-Mouth (WOM) intentions. Results show that social power can adversely influence dissatisfaction and exerts no influence on negative emotions, while dissatisfaction and negative emotions positively influence behaviour and negative WOM intentions.
URI: http://www.apas.admpubl.snspa.ro/handle/2010/219
Date: 2010-07-05


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