Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services

J.R.G. Bougie, R. Pieters, M. Zeelenberg

Research output: Contribution to journalArticleScientificpeer-review

779 Downloads (Pure)
Original languageEnglish
Pages (from-to)377-393
Number of pages16
JournalJournal of the Academy of Marketing Science
Volume31
Issue number4
Publication statusPublished - 2003

Cite this

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title = "Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services",
author = "J.R.G. Bougie and R. Pieters and M. Zeelenberg",
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pages = "377--393",
journal = "Journal of the Academy of Marketing Science",
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Angry customers don't come back, they get back : The experience and behavioral implications of anger and dissatisfaction in services. / Bougie, J.R.G.; Pieters, R.; Zeelenberg, M.

In: Journal of the Academy of Marketing Science, Vol. 31, No. 4, 2003, p. 377-393.

Research output: Contribution to journalArticleScientificpeer-review

TY - JOUR

T1 - Angry customers don't come back, they get back

T2 - The experience and behavioral implications of anger and dissatisfaction in services

AU - Bougie, J.R.G.

AU - Pieters, R.

AU - Zeelenberg, M.

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PY - 2003

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M3 - Article

VL - 31

SP - 377

EP - 393

JO - Journal of the Academy of Marketing Science

JF - Journal of the Academy of Marketing Science

SN - 0092-0703

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