The Efficacy of Facial Expression in Determining Emotions Associated with Cross Cultural Service Failures
Year: 2007
Type: conference-paper
Abstract: Service failures are often accompanied by negative customer emotions. The appropriate response to the customer by the firm depends on the ability of the service employee to interpret these emotions accurately. This ability to accurately interpret the emotional expression of customers is important because of the fact that 70-95% of dissatisfied customers do not verbally complain. It becomes even more important when customers and service providers are from different cultural backgrounds. We report on an experiment conducted where we tested 153 respondents’ (frontline service employees from East Asian and Anglo cultures) ability to recognise the emotions of customers (also from Asian and Anglo cultures) that had experienced a service failure.
Authors: Alastair Tombs, Rebekah Russell‐Bennett
Language: English
Subfield: Sociology and Political Science
Field: Social Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1645662281