{"id":"https://openalex.org/W1991232803","doi":"https://doi.org/10.1177/0972262913496725","title":"Exploring the Role of Negative Emotions on Customer\u2019s Intention to Complain","display_name":"Exploring the Role of Negative Emotions on Customer\u2019s Intention to Complain","publication_year":2013,"publication_date":"2013-09-01","ids":{"openalex":"https://openalex.org/W1991232803","doi":"https://doi.org/10.1177/0972262913496725","mag":"1991232803"},"language":"en","primary_location":{"id":"doi:10.1177/0972262913496725","doi":"https://doi.org/10.1177/0972262913496725","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0972262913496725","pdf_url":null,"source":{"id":"https://openalex.org/S2765024836","display_name":"Vision The Journal of Business Perspective","issn_l":"0972-2629","issn":["0972-2629","2249-5304"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core","jufo-1","poland-40","russia-white-list-2"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Vision: The Journal of Business Perspective","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5055156995","display_name":"Sapna Choraria","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Sapna Choraria","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5055156995"],"corresponding_institution_ids":[],"apc_list":{"value":3650,"currency":"USD","value_usd":3650},"apc_paid":null,"fwci":3.6694,"has_fulltext":false,"cited_by_count":18,"citation_normalized_percentile":{"value":0.9327034,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":87,"max":97},"biblio":{"volume":"17","issue":"3","first_page":"201","last_page":"211"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/negative-emotions","display_name":"negative emotions","score":0.9980000257492065},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.9089999794960022},{"id":"https://openalex.org/keywords/anger","display_name":"anger","score":0.6740000247955322},{"id":"https://openalex.org/keywords/unhappiness","display_name":"unhappiness","score":0.9670000076293945},{"id":"https://openalex.org/keywords/sadness","display_name":"sadness","score":1.0},{"id":"https://openalex.org/keywords/relationship-strength","display_name":"relationship strength","score":0.9549999833106995},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.9259999990463257},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.5},{"id":"https://openalex.org/keywords/mediation","display_name":"mediation","score":0.38999998569488525}],"concepts":[{"id":"https://openalex.org/C2779812673","wikidata":"https://www.wikidata.org/wiki/Q169251","display_name":"Sadness","level":3,"score":0.9389057159423828},{"id":"https://openalex.org/C2779302386","wikidata":"https://www.wikidata.org/wiki/Q79871","display_name":"Anger","level":2,"score":0.8648847341537476},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.8193546533584595},{"id":"https://openalex.org/C167305396","wikidata":"https://www.wikidata.org/wiki/Q618018","display_name":"Learned helplessness","level":2,"score":0.8058609962463379},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.6110703349113464},{"id":"https://openalex.org/C2779978724","wikidata":"https://www.wikidata.org/wiki/Q1436482","display_name":"Worry","level":3,"score":0.5155736804008484},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.4107248783111572},{"id":"https://openalex.org/C558461103","wikidata":"https://www.wikidata.org/wiki/Q154430","display_name":"Anxiety","level":2,"score":0.09366104006767273},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1177/0972262913496725","doi":"https://doi.org/10.1177/0972262913496725","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0972262913496725","pdf_url":null,"source":{"id":"https://openalex.org/S2765024836","display_name":"Vision The Journal of Business Perspective","issn_l":"0972-2629","issn":["0972-2629","2249-5304"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core","jufo-1","poland-40","russia-white-list-2"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Vision: The Journal of Business Perspective","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:sae:vision:v:17:y:2013:i:3:p:201-211","doi":null,"is_oa":false,"landing_page_url":"https://journals.sagepub.com/doi/10.1177/0972262913496725","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":74,"referenced_works":["https://openalex.org/W9899595","https://openalex.org/W623453433","https://openalex.org/W1490825154","https://openalex.org/W1570850622","https://openalex.org/W1876383574","https://openalex.org/W1932564131","https://openalex.org/W1937226553","https://openalex.org/W1963949534","https://openalex.org/W1972570464","https://openalex.org/W1973078179","https://openalex.org/W1979907230","https://openalex.org/W1983520782","https://openalex.org/W1984186949","https://openalex.org/W1984210404","https://openalex.org/W1992723883","https://openalex.org/W1995561053","https://openalex.org/W1996108093","https://openalex.org/W2011537979","https://openalex.org/W2016676959","https://openalex.org/W2017251628","https://openalex.org/W2029637601","https://openalex.org/W2034544322","https://openalex.org/W2036044225","https://openalex.org/W2042042938","https://openalex.org/W2046273528","https://openalex.org/W2046486278","https://openalex.org/W2048089018","https://openalex.org/W2055476927","https://openalex.org/W2058512588","https://openalex.org/W2060227011","https://openalex.org/W2061131717","https://openalex.org/W2062076077","https://openalex.org/W2064209524","https://openalex.org/W2065120678","https://openalex.org/W2066116770","https://openalex.org/W2075107769","https://openalex.org/W2077947807","https://openalex.org/W2083699334","https://openalex.org/W2089314759","https://openalex.org/W2090210851","https://openalex.org/W2101369668","https://openalex.org/W2117825420","https://openalex.org/W2125947353","https://openalex.org/W2127257338","https://openalex.org/W2129105917","https://openalex.org/W2132617816","https://openalex.org/W2142325887","https://openalex.org/W2145855633","https://openalex.org/W2146612248","https://openalex.org/W2154614535","https://openalex.org/W2155970190","https://openalex.org/W2156807512","https://openalex.org/W2163728891","https://openalex.org/W2164309533","https://openalex.org/W2171593536","https://openalex.org/W2180761394","https://openalex.org/W2316552461","https://openalex.org/W2322233365","https://openalex.org/W2341348671","https://openalex.org/W2413817752","https://openalex.org/W2417486188","https://openalex.org/W2489895582","https://openalex.org/W2499561822","https://openalex.org/W2613391541","https://openalex.org/W2614814102","https://openalex.org/W2625292071","https://openalex.org/W2639277532","https://openalex.org/W2659935895","https://openalex.org/W2902225836","https://openalex.org/W4237530378","https://openalex.org/W4244134295","https://openalex.org/W4246354968","https://openalex.org/W4255683652","https://openalex.org/W4288076309"],"related_works":["https://openalex.org/W2036044225","https://openalex.org/W1984210404","https://openalex.org/W3046742126","https://openalex.org/W2071825198","https://openalex.org/W2910314534","https://openalex.org/W2179486929","https://openalex.org/W6986131745","https://openalex.org/W2363764238","https://openalex.org/W2311222324","https://openalex.org/W2104013281"],"abstract_inverted_index":{"Negative":[0],"emotions":[1,8,47,162],"are":[2],"the":[3,22,58,106,121,132,147,167],"most":[4],"displayed":[5],"set":[6],"of":[7,45,60,77,100,123,134,146,170],"experienced":[9],"during":[10],"service":[11],"failure":[12],"and":[13,27,32,34,38,63,88,172],"when":[14,93,116,158],"dealt":[15],"carefully":[16],"improves":[17],"customer":[18,69,96,174],"retention":[19,175],"attitude":[20],"with":[21],"organization.":[23],"Anger":[24],"(anger,":[25],"frustration":[26],"irritation),":[28],"Unhappiness":[29],"(unhappiness,":[30],"worry":[31],"nervousness)":[33],"Sadness":[35],"(sadness,":[36],"helplessness":[37],"depression)":[39],"were":[40],"identified":[41,61],"as":[42,164],"major":[43],"sets":[44],"negative":[46,103,139,161],"through":[48],"multidimensional":[49],"scaling":[50],"techniques.":[51],"The":[52],"proposed":[53],"model":[54],"is":[55,66,114,118],"established":[56],"on":[57,90],"basis":[59],"categories":[62],"its":[64],"effect":[65,85,113,141],"examined":[67,119],"for":[68,86,131,150],"complaining":[70,97,124,135],"intention":[71,136],"followed":[72],"by":[73,95],"relationship":[74,91,108],"strength.":[75,109],"Results":[76],"structural":[78],"equation":[79],"modelling":[80],"(SEM)":[81],"indicate":[82],"positive":[83,151],"significant":[84],"unhappiness":[87],"anger":[89],"strength":[92],"mediated":[94],"intention.":[98,125,176],"Category":[99],"sadness":[101],"indicates":[102],"influence":[104],"explaining":[105],"weak":[107,112],"However,":[110],"such":[111],"diluted":[115],"it":[117],"in":[120,128],"presence":[122],"Analysis":[126],"contributes":[127],"providing":[129],"explanation":[130],"importance":[133],"that":[137,153],"dilutes":[138],"emotional":[140],"among":[142],"customers.":[143],"Managerial":[144],"implication":[145],"study":[148],"emphasizes":[149],"approach":[152],"motivates":[154],"customers":[155],"to":[156,165],"complain":[157],"they":[159],"experience":[160],"so":[163],"facilitate":[166],"smooth":[168],"flow":[169],"communication":[171],"increase":[173]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}