Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

 
2007 Annual International CHRIE Conference & Exposition 
526
Nguyen, D.T. and McColl-Kennedy, J.R. (2003). Diffusing customer anger in service recovery: A conceptual 
framework. Special issue: Emerging issues in services marketing: Emotions, e-Marketing and encounters, 
Australasian Marketing Journal
, 11(2): 46-45. 
Smith, A.K. and Bolton, R.N. (2002). The effect of customers’ emotional responses to service failures on their 
recovery effort evaluation and satisfaction judgments. 
Journal of the Academy of Marketing Science
, 30(1): 
5-23. 
Smith, A., Bolton, R. and Wagner, J. (1999). A model of customer satisfaction with service encounters involving 
failure and recovery. 
Journal of Marketing Research
, 34: 356-72 
Singh, J. (1988). Consumer complaint intentions and behavior: Definitional and taxonomical issues. 
Journal of 
Marketing, 
52: 93-107. 
Solnick, S.O. and Hemenway, D. (1992). Complaints and disenrollment at a health maintenance organization. 
Journal of Consumer Affairs
, 26(1): 90-103. 
Sommers, M. S., Greeno, D. W. and Boag, D. (1988). The non-verbal communication in service provision and 
representation. 
The Service Industries Journal
, 9(4): 162. 
Sparks, B. (2003) 
Professional Lecture Series
. School of Tourism and Hotel Management. Griffith University 
Sundaram, D.S. and Webster, C. (2000). The nonverbal communication in service encounters
. Santa Barbara
, 14 
(5): 378. 
Yu, Y. and Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. 
International Journal 
of Service Industry
,12(3/4): 234-50. 
Yuksel, A. and Yuksel, F. (2006). Customer segments and service recovery expectations: Results of a quasi 
experiment. 
UJ Journal of Tourism and Hospitality
, 1(1): 11-36. 
Yuksel, A., Hancer, M. and Kilinç, U.K. (2006). Empowerment levels and complaining behaviors: A case of hotel 
customers’ intentions. (in Ed.). Dixit, S.K 
Promises and Perils in Hospitality and Tourism Management.
New Delphi: Aman Publications: 414-438. 
Yuksel, A. K
ı
l
ı
nc, U. and Yuksel, F. (2006). Cross-national analysis of hotel customers’ attitudes toward 
complaining and their complaining. 
Tourism Management,
27: 11-24. 
Yuksel, A. (2006). Customer emotional and behavioral responses to complaint handling. (in Ed.). Dixit, S.K 
Promises and Perils in Hospitality and Tourism Management
. New Delphi: Aman Publications, 357p 
Zajonc, R. (1980). Feeling and thinking: Preferences need no references, 
American Psychologist
, (35)2: 151-175 
Zeithaml, V., Berry, L., and Parasuraman, A. (1996). The behavioral consequences of service quality. 
Journal of 
Marketing
, 60: 31–46. 
Zeelenberg, M. and Pieters, R. (2004). Beyond valence in customer dissatisfaction: a review and new findings on 
behavioral responses to regret and disappointment in failed services. 
Journal of Business Research
. 57: 
445-455. 
1
Due to space limitations this article only tests effects of kinesics on service recovery evaluations. It is 
important to note that nonverbal responses of staff may be shaped by customers’ verbal and/or nonverbal 
communication.
1
Analyses of comparison between verbal and nonverbal cases are being discussed in another paper.

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