This study fills a gap in the consumer emotions literature regarding customer frustration in a customer service setting. Most research on customer emotions has examined anger, happiness or affect in general, largely ignoring the particularities of frustration. Consistent with appraisal theory, we use five experiments to explore the different appraisal dimensions that define frustration and its relation to customer loyalty and satisfaction. Contrary to common belief, we show that frustration is not simply the result of goal-blocking, but rather of a more complex combination of appraisals which differentiate it from anger and lead to distinct effects on satisfaction and loyalty. We also examine how the effects of frustration on loyalty and satisfaction are mitigated by service recovery in a further experiment and an event reconstructive method. Our results test appraisal theory, inform theory on customer emotions and have important implications for our understanding of customer satisfaction and loyalty following frustrating customer service encounters.

中文翻译：

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挫折心理：评估、结果和服务恢复

这项研究填补了消费者情绪文献中关于客户服务环境中客户挫败感的空白。大多数关于客户情绪的研究都检查了愤怒、幸福或一般的情感，在很大程度上忽略了挫折的特殊性。与评估理论一致，我们使用五个实验来探索定义挫败感的不同评估维度及其与客户忠诚度和满意度的关系。与普遍看法相反，我们表明挫折不仅仅是目标受阻的结果，而是更复杂的评估组合，将其与愤怒区分开来，并对满意度和忠诚度产生明显影响。我们还在进一步的实验和事件重建方法中研究了服务恢复如何减轻挫折对忠诚度和满意度的影响。