The Way a Salesperson Manages Service Providers Influences Customers’ Anger About Problems

References

• Amyx, Douglas, and Shahid Bhuian (2009), “Salesperf: The Salesperson Service Performance Scale,” Journal of Personal Selling & Sales Management, 29, 4 (Fall), 367–376.
   Google Scholar
• Bechwati, Nada Nasr, and Maureen Morrin (2003), “Outraged Consumers: Getting Even at the Expense of Getting a Good Deal,” Journal of Consumer Psychology, 13 (4), 440–453.
   Google Scholar
• Bellizzi, Joseph A., and D. Wayne Norvell (1991), “Personal Characteristics and Salesperson’s Justifications as Moderators of Supervisory Discipline in Cases Involving Unethical Salesforce Behavior,” Journal of the Academy of Marketing Science, 19 (1), 11–16.
   Google Scholar
• Bennis, Warren (2009), On Becoming a Leader, Philadelphia: Basic Books.
   Google Scholar
• Bies, Robert J., and Thomas M. Tripp (1996), “Beyond Distrust: ‘Getting Even’ and the Need for Revenge,” in Trust in Organizations, Roderick M. Kramer and Tom R. Tyler, eds., Newbury Park, CA: Sage, 246–260.
   Google Scholar
• Bougie, Roger, Rik Pieters, and Marcel Zeelenberg (2003), “Angry Customers Don’t Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services,” Journal of Academy of Marketing Science, 31 (September), 377–393.
   Google Scholar
• Bowler, W. Matthew, Robert Dahlstrom, Matthew T. Seevers, and Steven J. Skinner (2011), “The Ties That Buy: The Role of Interfirm Social Contagion Across Customer Accounts,” Journal of Personal Selling & Sales Management, 31, 1 (Winter), 7–20.
   Google Scholar
• Carson, Christine L., and William R. Cupach (2000), “Facing Corrections in the Workplace: The Influence of Perceived Threat on the Consequences of Managerial Reproaches,” Journal of Applied Communication Management, 28 (3), 215–234.
   Google Scholar
• Conley, Terri D., Joshua L. Rabinowitz, and Curtis D. Hardin (2010), “O.J. Simpson as Shared (and Unshared) Reality: The Impact of Consensually Shared Beliefs on Interpersonal Perceptions and Task Performance in Different and Same-Ethnicity Dyads,” Journal of Personality and Social Psychology, 99 (3), 452–466.
   Google Scholar
• DeCarlo, Thomas, and Thomas Leigh (1996), “Impact of Salesperson Attraction on Sales Managers’ Attributions and Feedback,” Journal of Marketing, 60 (2), 47–66.
   Google Scholar
• Eaton, Judy, C. Ward Struthers, and Alexander G. Santelli (2006), “The Mediating Role of Perceptual Validation in the Repentance–Forgiveness Process,” Personality and Social Psychology Bulletin, 32 (10), 1389–1401.
   Google Scholar
• Flynn, W. Randolph, and William E. Stratton (1981), “Managing Problem Employees,” Human Resource Management, 20 (2), 28–32.
   Google Scholar
• Folkes, Valerie S. (1984), “Consumer Reaction to Product Failure: An Attributional Approach,” Journal of Consumer Research, 10 (March), 398–409.
   Google Scholar
• Folkes, Valerie S., and Barbara Kotsos (1986), “Buyers’ and Sellers’ Explanations for Product Failure: Who Done It?” Journal of Marketing, 50 (2), 74–80.
   Google Scholar
• Folkes, Valerie S., Susan Koletsky, and John L. Graham (1987), “A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport,” Journal of Consumer Research, 13 (March), 534–539.
   Google Scholar
• Gonzalez, Gabriel R., K. Douglas Hoffman, and Thomas N. Ingram (2005), “Improving Relationship Selling Through Failure Analysis and Recovery Efforts: A Framework and Call to Action,” Journal of Personal Selling & Sales Management, 25, 1 (Winter), 57–65.
   Google Scholar
• Grégoire, Yany, and Robert J. Fisher (2008), “Customer Betrayal and Retaliation: When Your Best Customers Become Your Worst Enemies,” Journal of the Academy of Marketing Science, 36 (2), 247–261.
   Google Scholar
• Hafer, John, and Barbara A. McCuen (1985), “Antecedents of Performance and Satisfaction in a Service Sales Force as Compared to an Industrial Sales Force,” Journal of Personal Selling & Sales Management, 5 (2), 7–17.
   Google Scholar
• Hays, Scott (1999), “American Express Taps into the Power of Emotional Intelligence,” Workforce, 78 (7), 72–74.
   Google Scholar
• Handin, Kenneth H., and James C. Mancuso (1980), “Perceptions of the Functions of Reprimand,” Journal of Social Psychology, 110 (February), 43–52.
   Google Scholar
• Humphreys, Michael A., and Michael R. Williams (1996), “Exploring the Relative Effects of Salesperson Interpersonal Process Attributes and Technical Product Attributes on Customer Satisfaction,” Journal of Personal Selling & Sales Management, 16, 3 (Summer), 47–57.
   Google Scholar
• Jones, Eli, Steven P. Brown, Andris A. Zoltners, and Barton A. Weitz (2005), “The Changing Environment of Selling and Sales Management,” Journal of Personal Selling & Sales Management, 25, 2 (Spring), 105–111.
   Google Scholar
• Kalamas, Maria, Michel Laroche, and Lucy Makdessian (2008), “Reaching the Boiling Point: Consumers’ Negative Affective Reactions to Firm-Attributed Service Failures,” Journal of Business Research, 61 (8), 813–824
   Google Scholar
• Kohatsu, Neal D., Dawn Gould, Leslie K. Ross, and Patrick J. Fox (2004), “Characteristics Associated with Physician Discipline: A Case-Control Study,” Archives of Internal Medicine, 164 (6), 653–658.
   Google Scholar
• Lazarus, Richard (1991), Emotion & Adaptation, New York: Oxford University Press.
   Google Scholar
• McCullough, Michael E., K. Chris Rachal, Steven J. Sandage, Everett L. Worthington Jr., Susan Wade Brown, and Terry L. Hight (1998), “Interpersonal Forgiving in Close Relationship: Vol. 2: Theoretical Elaboration and Measurement,” Journal of Personality and Social Psychology, 75 (December), 1586–1603.
   Google Scholar
• Menon, Kalyani, and Laurette Dube (2000), “Ensuring Greater Satisfaction by Engineering Salesperson Response to Customer Emotions,” Journal of Retailing, 76 (3), 285–307.
   Google Scholar
• Moncrief, William C., III (1986), “Selling Activity and Sales Position Taxonomies for Industrial Salesforces,” Journal of Marketing Research, 23 (August), 261–270.
   Google Scholar
• Moncrief, William C., Greg W. Marshall, and Felicia G. Lassk (2006), “A Contemporary Taxonomy of Sales Positions,” Journal of Personal Selling & Sales Management, 26, 1 (Winter), 55–65.
   Google Scholar
• Nelson, Camille Gallivan, Jane A. Halpert, and Douglas F. Cellar (2007), “Organizational Responses for Preventing and Stopping Sexual Harassment: Effective Deterrents or Continued Endurance?” Sex Roles, 56 (11–12), 811–822.
   Google Scholar
• Ostrom, Amy, and Dawn Iacobucci (1995), “Consumer Trade-Offs and the Evaluation of Services,” Journal of Marketing, 59 (January), 17–28.
   Google Scholar
• Pearson, Christine, and Christine Porath (2009), The Cost of Bad Behavior: How Incivility Damages Your Business and What to Do About It, New York: Portfolio.
   Google Scholar
• Podsakoff, Nathan P., Phillip M. Podsakoff, and Valentina V. Kuskova (2010), “Dispelling Misconceptions and Providing Guidelines for Leader Reward and Punishment Behavior,” Business Horizons, 53 (3), 291–303
   Google Scholar
• Podsakoff, Philip M., William Bommer, Nathan P. Podsakoff, and Scott B. MacKenzie (2006), “Relationships Between Leader Reward and Punishment Behavior and Subordinates’ Attitudes, Perceptions, and Behaviors: A Meta-Analytic Review of Existing and New Research,” Organizational Behavior and Human Decision Processes, 99 (2), 113–142.
   Google Scholar
• Porath, Christine, Debbie MacInnis, and Valerie Folkes (2010), “Witnessing Incivility Among Employees: Effects on Consumer Anger and Negative Inferences About Companies,” Journal of Consumer Research, 37 (2), 292–303.
   Google Scholar
• Porath, Christine, Debbie MacInnis, and Valerie Folkes (2011), “It’s Unfair: Why Customers Who Merely Observe an Uncivil Employee Abandon the Company,” Journal of Service Research, 14 (August), 302–317.
   Google Scholar
• Rich, Gregory (1998), “The Constructs of Sales Coaching: Supervisory Feedback, Role Modeling and Trust,” Journal of Personal Selling & Sales Management, 18, 1 (Winter), 53–64.
   Google Scholar
• Richins, Marsha L. (1997), “Measuring Emotions in the Consumption Experience,” Journal of Consumer Research, 24 (September), 127–146.
   Google Scholar
• Roseman, Ira J., Cynthia Wiest, and Tamara S. Swartz (1994), “Phenomenology, Behaviors, and Goals Differentiate Discrete Emotions,” Journal of Personality and Social Psychology, 67 (2), 206–211.
   Google Scholar
• Schwepker, Charles H., Jr. (2003), “Customer-Oriented Selling: A Review, Extension, and Directions for Future Research,” Journal of Personal Selling & Sales Management, 23, 2 (Spring), 151–171.
   Google Scholar
• Smith, Amy K., Ruth N. Bolton, and Janet Wagner (1999), “A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery,” Journal of Marketing Research, 36 (August), 356–372.
   Google Scholar
• Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran (1998), “Customer Evaluations of Service Complaint Experiences; Implications for Relationship Marketing,” Journal of Marketing, 62 (April), 60–76.
   Google Scholar
• Voss, Glenn B., A. Parasuraman, and Dhruv Grewal (1998), “The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges,” Journal of Marketing, 64 (October), 46–61.
   Google Scholar