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Anger, frustration, and helplessness after service failure: coping strategies and effective informational support

  • Original Empirical Research
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Abstract

We examine the crucial role of helplessness in explaining idiosyncratic coping responses to anger and frustration after service failure (a). Moreover, we examine the mitigating effect of informational support (i.e., explanations) on these emotions (b). With respect to (a), it is argued that the coincidence of anger (frustration) and high levels of helplessness enhances vindictive nWOM (support-seeking nWOM), whereas the coincidence of anger (frustration) and low levels of helplessness enhances vindictive complaining (problem-solving complaining). With respect to (b), it is argued that a retrospective explanation mitigates anger, whereas a prospective explanation mitigates helplessness. Using partial least squares modeling, these assumptions are tested and supported in an experiment and in a field survey with hotel guests. Finally, we delineate implications for theory and practice.

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Notes

  1. As dissatisfaction also served as a control variable, its scale is reported in the control variables section.

  2. Post-hoc comparisons indicated that the retrospective explanation scores did not vary significantly across the latter two conditions (p < .167). Hence, the two conditions were merged into a no-retrospective explanation group for subsequent hypothesis testing.

  3. Post-hoc comparisons indicated that the prospective explanation scores did not vary significantly in the latter two conditions (p < .799). Again, we merged the two conditions into one group (no prospective explanation).

  4. To provide the most conservative assessment of the measurement model, we conducted a CFA including model variables, manipulation check measures, and control variables. Using AMOS 16.0 and maximum likelihood estimation, the CFA provides a satisfactory data fit (χ 2 [771] = 1,307, p = .000, TLI = .94, CFI = .95, RMSEA = .05), convergent validity (significant factor loadings at the .05 level, composite reliabilities > .7), and discriminant validity according to the Fornell-Larcker criterion (Fornell and Larcker 1981).

  5. Like in study 1, a comprehensive CFA including model variables and control variables was conducted to provide the most conservative model assessment. Results indicate an adequate data fit (χ 2 [594] = 843, p = .000, TLI = .98, CFI = .99, RMSEA = .03), convergent validity (significant factor loadings at the .05 level, composite reliabilities > .7), and discriminant validity according to the Fornell-Larcker criterion.

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Authors and Affiliations

  1. Ilmenau Technical University, P.O. Box 100565, 98684, Ilmenau, Germany

    Katja Gelbrich

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  1. Katja Gelbrich
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Correspondence to Katja Gelbrich.

Additional information

The author thanks four anonymous reviewers for helpful comments on this manuscript.

Appendix

Appendix

Measures for study 1 and study 2

Scale item

Factor loadingsa

Study 1

Study 2

Manipulation checks b

External blame attribution (Study 1: α = .952, AVE = .87)

  

•The reason for the noise is something the hotel had control over.d

  

•To prevent this noise, there are actions the hotel could take but has not.d

  

•The hotel was responsible for the noise.d

  

Situational blame attribution (Study 1: α = .897, AVE = .85)

  

•Circumstances beyond anyone’s control caused the noise.d

  

•The noise was due to outside influences.d

  

Coping potential (Study 1: α = .880, AVE = .84)

  

•The situation was something the student could cope with.d

  

•The student could find a way to alter the situation.d

  

Retrospective explanation (Study 1: α = .893, AVE = .84)

  

•The hotel employee explained why the situation occurred.d

  

•The hotel employee explained what the company did to prevent negative service experiences.d

  

Prospective explanation (Study 1: α = .926, AVE = .87)

  

•The hotel employee explained what would happen the next morning.d

  

•The hotel employee explained that the problem would be less severe the next morning.d

  

The scenario is realistic.d

  

Model variables

Support strategies c

Retrospective explanation (Study 2: α = .960, AVE = .96)

  

•The hotel employee explained why the situation occurred.d

 

.980

•The hotel employee explained what the company did to prevent negative service experiences.d

 

.981

Prospective explanation (Study 2: α = .954, AVE = .96)

  

•The hotel employee explained what would happen the next morning.e

 

.979

•The hotel employee explained that the problem would be less severe the next morning.e

 

.976

Compensation: The hotel employee(s) offered me compensation.e

 

1.000

Emotions

Anger (Study 1: α = .942, AVE = .90, study 2: α = .911, AVE = .86)

  

•I would feel angry with the hotel/hotel employees.e

.938

.892

•I would feel mad with the hotel/hotel employees.e

.957

.941

•I would feel furious about the hotel/hotel employees.e

.946

.931

Frustration (Study 1: α = .929, AVE = .88, study 2: α = .922, AVE = .86)

  

•I would feel frustrated about the situation.e

.937

.930

•I would feel disturbed by the situation.e

.930

.926

•I would feel annoyed at the situation.e

.940

.934

Helplessness (Study 1: α = .961, AVE = .89, study 2: α = .948, AVE = .69)

  

•I would feel helpless.se

.947

.904

•I would feel lost.e

.950

.918

•I would feel defenseless.e

.943

.893

•I would feel stranded.e

.943

.892

Coping responses

Vindictive nWOM (Study 1: α = .905, AVE = .84, study 2: α = .931, AVE = .88)

  

I would talk to other people about my negative experience to …

  

•… spread negative word-of-mouth about the hotel.d

.931

.959

•… denigrate the hotel to others.d

.908

.950

•… warn others not to stay at this hotel.d

.912

.908

Vindictive complaining (Study 1: α = .918, AVE = .86, study 2: α = .949, AVE = .94)

  

I would complain to the hotel to …

  

•… give the representative(s) a hard time.d

.955

.960

•… be unpleasant with the representative(s) of the company.d

.951

.964

•… make someone from the organization pay for its poor service.d

.877

.934

Support-seeking nWOM (Study 1: α = .946, AVE = .86, study 2: α = .955, AVE = .88)

  

I would talk to other people about my negative experience in order to …

  

•… get some comfort.d

.901

.887

•… reduce my negative feelings.d

.950

.966

•… feel better.d

.946

.967

•… share my feelings with others.d

.914

.939

Problem-solving complaining (Study 1: α = .938, AVE = .89, study 2: α = .951, AVE = .94)

  

I would complain to the hotel to …

  

•… discuss the problem constructively.d

.941

.960

•… find an acceptable solution for both parties.d

.955

.965

•… work with its representatives to solve the problem.d

.934

.940

Control variables

Age

  

Sex (male, female)

  

Experience of hotel tripsf

  

Dissatisfaction (study 1: α = .926, study 2: α = .916)

  

•I would be satisfied with the service delivery.d, g

  

•The service delivery would have met my expectations.d, g

  

Self-confidence (Study 1: α = .924, study 2: α = .949)

  

•I feel that I have a number of good qualities.d

  

•I am able to do things as well as most other people.d

  

•I feel that I am a person of worth, at least an equal plane with others.d

  

•I have a positive attitude toward myself.d

  

Level of education (coded as dummy variables)c

  

•High-school degree

  

•College degree

  

Apology: The hotel employee(s) apologized to me.d

  
  1. aAll factor loadings are significant at the .001 level
  2. bOnly included in study 1
  3. cOnly included in study 2. In study 1, explanations were experimentally manipulated
  4. d1 = “strongly disagree” to 7 = “strongly agree.”
  5. e1 = “not at all” to 6 = “strongly“
  6. f1 = “not experienced, 7 = “very much experienced”
  7. gItems were reverse-coded to capture dissatisfaction. AVE = average variance extracted

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Gelbrich, K. Anger, frustration, and helplessness after service failure: coping strategies and effective informational support. J. of the Acad. Mark. Sci. 38, 567–585 (2010). https://doi.org/10.1007/s11747-009-0169-6

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