Understanding the role of self-conscious emotions in service encounters

dc.contributorVoorhees, Clay M.
dc.contributorForkmann, Sebastian
dc.contributorBachrach, Daniel
dc.contributor.advisorBaker, Thomas L.
dc.contributor.advisorRingler, Christine
dc.contributor.authorJaramillo Echeverri, Maria S.
dc.contributor.otherUniversity of Alabama Tuscaloosa
dc.date.accessioned2021-05-12T16:28:09Z
dc.date.available2021-05-12T16:28:09Z
dc.date.issued2020-12
dc.descriptionElectronic Thesis or Dissertationen_US
dc.description.abstractThis dissertation attempts to understand the nature of and role that customers' embarrassment and guilt play in service encounters and evaluations. In Essay 1, I study the commonalities between and distinctiveness of each of these emotions, by identifying their antecedents and testing customers’ perceptions of these emotions as unique emotional states. This dissertation also represents the first exploratory effort to understand how service employees and service organizations can help customers to deal with their embarrassment and guilt, and transform an uncomfortable situation into a positive service experience. In Essay 2, this dissertation tests how consumers' self-attributed service failures (one of the customers' guilt and embarrassment antecedents), influence their satisfaction and likelihood of spreading positive word-of-mouth. I also examine embarrassment and guilt as mediators of the relationship between customers' self-blame and service outcomes. This dissertation provides evidence than both embarrassment and guilt are emotions commonly experienced by consumers in service encounters. Individuals can differentiate them and provide different narratives aligned to the theoretical description of each emotion. Furthermore, consumers believe service employees' actions can worsen or lessen the discomfort typical of embarrassing or guilt-evoking situations. Finally, this dissertation demonstrates that the embarrassment and guilt generated by customers' self-attributed service failures impact service outcomes, and demonstrates how the presence of other customers as well the customers' behavioral inconsistency, can moderate these effects.en_US
dc.format.extent190 p.
dc.format.mediumelectronic
dc.format.mimetypeapplication/pdf
dc.identifier.otheru0015_0000001_0003689
dc.identifier.otherJaramilloEcheverri_alatus_0004D_14310
dc.identifier.urihttp://ir.ua.edu/handle/123456789/7632
dc.languageEnglish
dc.language.isoen_US
dc.publisherUniversity of Alabama Libraries
dc.relation.hasversionborn digital
dc.relation.ispartofThe University of Alabama Electronic Theses and Dissertations
dc.relation.ispartofThe University of Alabama Libraries Digital Collections
dc.rightsAll rights reserved by the author unless otherwise indicated.en_US
dc.subjectMarketing
dc.subjectMarketing
dc.subjectMarketing
dc.titleUnderstanding the role of self-conscious emotions in service encountersen_US
dc.typethesis
dc.typetext
etdms.degree.departmentUniversity of Alabama. Department of Marketing
etdms.degree.disciplineMarketing
etdms.degree.grantorThe University of Alabama
etdms.degree.leveldoctoral
etdms.degree.namePh.D.
Files
Original bundle
Now showing 1 - 1 of 1
Loading...
Thumbnail Image
Name:
file_1.pdf
Size:
1.72 MB
Format:
Adobe Portable Document Format