Discovery Projects - Grant ID: DP0664410

Funding Activity

Website
http://dataportal.arc.gov.au/NCGP/Web/Grant/Grant/DP0664410

Funding Status
Closed

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Funded Activity Summary

Customer Rage Spectrum Emotions in Service Failure Encounters: Linking Experience, Expression, Behaviour and Organisational Responses. Customer rage has recently received considerable attention in the press. Yet, organisations are ill-equipped to deal with this disturbing phenomenon. This ground-breaking research will help business and government service organisations better understand and respond to customer rage in order to avoid economic, social and emotional losses, and minimise damage to property and persons. Such practices should result in stress reduction among consumers and front-line employees, thereby lowering society's healthcare costs and improving citizens' overall quality of life. Since the research examines how customer rage varies across East-West cultures, the results will also have significant international impact.

Funded Activity Details

Start Date: 01-01-2006

End Date: 31-01-2010

Funding Scheme: Discovery Projects

Funding Amount: $240,000.00

Funder: Australian Research Council

Research Topics

ANZSRC Field of Research (FoR)

Marketing And Market Research | Professional Services (Legal, Management Consulting, Etc.) | Other Retail Services | Marketing

ANZSRC Socio-Economic Objective (SEO)

Understanding other countries | Marketing | Management |

Other Keywords

Management | Marketing | Marketing And Market Research | Other Retail Services | Professional Services (Legal, Management Consulting, Etc.) | Understanding other countries

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