INVESTIGATING THE FACTORS THAT INFLUENCE ANGER AND FRUSTRATION OF THE CUSTOMERS

Authors

  • Dr. Muhammad Mudassar Abbasi Lecturer, Department of Management Sciences, COMSATS University Islamabad (CUI), Abbottabad Campus
  • Tayyiba Kausar Department of Economics, Faculty of International Institute of Islamic Economics
  • Akramul Hoque B.Sc. (Honours), MS in Statistics from University of Chittagong, Bangladesh

Keywords:

Poor Environment, High Prices, Poor Supervision, Poor Complaint Handling, Poor Food Quality, Anger and Frustration in Restaurants

Abstract

This research focuses on the association between factors that influence the anger and frustration of the customer in the restaurant. Anger is a feeling that ranges from mild to severe exasperation ferocity and anger and frustration is the reaction to be sad or angry as a result of not being able to change or do something thing. Through random sampling technique, we selected 197 respondents from different departments of Punjab University Lahore. Survey method by distributing questionnaires was utilized for collection of data. Descriptive along with Inferential Statistics was used to analyze results. Results of the study displayed positive and notable connections among all independents and dependent variable except one independent construct which was High Price. Present study identified the impact of environmental conditions of the restaurant towards anger frustration and dissatisfaction of their consumers.

References

Adams, D. M., Overholser, J. C., & Lehnert, K. L. (1994). Perceived family functioning and adolescent suicidal behavior. Journal of the American Academy of Child & Adolescent Psychiatry, 33(4), 498-507.

Aigbedo, H., & Parameswaran, R. (2004). Importance-performance analysis for improving quality of campus food service. International Journal of Quality & Reliability Management.

Andaleeb, S. S., & Conway, C. (2006). Customer satisfaction in the restaurant industiy: an examination of the transaction-specific model. Journal of sendees marketing.

Anne Modrcin-Talbott, M., Pullen, L., Zandstra, K., Ehrenberger, H., & Muenchen, B. (1998). A study of self-esteem among well adolescents: Seeking a new direction. Issues in comprehensive pediatric nursing, 21(4), 229-241.

Arora, R., & Singer, J. (2006). Customer satisfaction and value as drivers of business success for fine dining restaurants. Services Marketing Quarterly, 25(1), 89-102.

Averill, J. R. (1983). Studies on anger and aggression: Implications for theories of emotion. American psychologist, 35(11), 1145.

Bagozzi, R. P., & Dholakia, U. M. (2006). Antecedents and purchase consequences of customer participation in small group brand communities. International Journal of research in Marketing, 23(1), 45-61.

Barefoot, J. C. (1992). Developments in the measurement of hostility.

Barnes, J. G. (1997). Closeness, strength, and satisfaction: examining the nature of relationships between providers of financial services and their retail customers. Psychology & Marketing, /4(8), 765-790.

Downloads

Published

2022-12-31

How to Cite

Mudassar Abbasi, D. M. ., Kausar, T. ., & Hoque, A. . (2022). INVESTIGATING THE FACTORS THAT INFLUENCE ANGER AND FRUSTRATION OF THE CUSTOMERS. The Journal of Contemporary Issues in Business and Government, 28(4), 833–849. Retrieved from https://cibgp.com/au/index.php/1323-6903/article/view/2569

Issue

Vol. 28 No. 4 (2022): The journal of contemporary issues in business and government

Section

Articles

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

You are free to:

  1. Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
  2. Adapt — remix, transform, and build upon the material for any purpose, even commercially.
  3. The licensor cannot revoke these freedoms as long as you follow the license terms.

Under the following terms:

  1. Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
  2. No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.

Notices:

You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .

No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.