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Cultural impacts on felt and expressed emotions and third party complaint relationships

机译：文化对感觉和表达的情感以及第三方投诉关系的影响

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摘要

This article investigates the influence of emotion and culture on intentions to proceed with third party action following a service failure. Negative emotions are broken into two distinct components, those inwardly felt versus those outwardly visible. Consistent with Appraisal Theory, results provide empirical support for positive relationships between felt emotion and displayed emotion and displayed emotion on third party action against a service firm. Hofstede's model suggests that cultural values (individualism, uncertainty avoidance, and power distance) influence emotions internally felt relative to emotions externally displayed as well as intentions to voice a complaint to a third party. Empirical support was found for two of the six cultural-based moderating hypotheses. The results of the data collection effort were less conclusive than theory would suggest. This leads one to question the actual moderating effects of culture in the field of critical incidents. Theoretical and managerial implications are drawn from these findings.
机译：本文研究了情感和文化对服务失败后继续进行第三方行动的意图的影响。负面情绪分为两个不同的部分，即内在感觉与外在可见感觉。与评估理论相一致，结果为在服务公司的第三方行动中感觉到的情绪与显示出的情绪以及显示出的情绪之间的正向关系提供了经验支持。霍夫斯泰德（Hofstede）的模型表明，文化价值观（个人主义，规避不确定性和权力距离）会影响与内部展示的情感相关的内部情感以及向第三方表达投诉的意愿。对六个基于文化的调节假说中的两个发现了经验支持。数据收集工作的结果并没有理论所得出的结论那么明确。这导致人们质疑文化在重大事件领域中的实际调节作用。从这些发现中得出了理论和管理上的启示。

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  • 来源
    《Journal of Business Research》 |2013年第7期|816-822|共7页
  • 作者

    Thomas L. Baker; Tracy Meyer; Jean-Charles Chebat;

  • 作者单位

    College of Business and Behavioral Sciences, Clemson University, 249 Sirrine Hall, Box 341325, Clemson, SC 29634-1325, United States;

    Cameron School of Business, University of North Carolina Wilmington, 601 S. College Road, Wilmington, NC 28403-5969, United States;

    HEC Montreal, 3000, chemin de la Cote-Sainte-Catherine, Montreal, Quebec, Canada H3T 2A7;

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  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

    Felt emotion; Displayed emotion; Third-party complaints; Culture;

    机译：感到情感;表现出情感;第三方投诉;文化;

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