Date of this Version
The publication citation use EndNote Software, use APA Style:
Anderson, C. A., & Bushman, B. J. (2002). Human aggression. Annual review of psychology, 53.
Averill, J. R. (2012). Anger and aggression: An essay on emotion: Springer Science & Business Media.
Berkowitz, L. (1978). Whatever happened to the frustration-aggression hypothesis? American Behavioral Scientist, 21(5), 691-708.
Berkowitz, L. (1989). Frustration-aggression hypothesis: Examination and reformulation. Psychological bulletin, 106(1), 59.
Berry, L. L., Bolton, R. N., Bridges, C. H., Meyer, J., Parasuraman, A., & Seiders, K. (2010). Opportunities for innovation in the delivery of interactive retail services. Journal of Interactive Marketing, 24(2), 155-167.
Bessiere, K., Ceaparu, I., Lazar, J., Robinson, J., & Shneiderman, B. (2004). Social and psychological influences on computer user frustration. Media access: Social and psychological dimensions of new technology use, 169-192.
Bessiere, K., Newhagen, J. E., Robinson, J. P., & Shneiderman, B. (2006). A model for computer frustration: The role of instrumental and dispositional factors on incident, session, and post-session frustration and mood. Computers in human behavior, 22(6), 941-961.
Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the academy of marketing science, 31(4), 377-393.
Britt, S. H., & Janus, S. Q. (1940). Criteria of frustration. Psychological Review, 47(5), 451.
Budgen, D., Turner, M., Brereton, P., & Kitchenham, B. A. (2008). Using Mapping Studies in Software Engineering. Paper presented at the PPIG.
Campbell, D. E., & Wright, R. T. (2008). Shut-Up I Don't Care: Understanding The Role Of Relevance And Interactivity On Customer Attitudes Toward Repetitive Online Advertising. Journal of Electronic Commerce Research, 9(1).
Ceaparu, I., Lazar, J., Bessiere, K., Robinson, J., & Shneiderman, B. (2004). Determining causes and severity of end-user frustration. International journal of human-computer interaction, 17(3), 333-356.
Chignell, M., Jovanovic, A., Chelsea, d. G., Jiang, J., & Leon, Z. (2014). Frustration in Response to Impairments and Failures in Online Services, and Resulting Impact on Customer Attitudes.
Clore, G. L., & Centerbar, D. B. (2004). Analyzing anger: how to make people mad.
Colman, A. M. (2015). A dictionary of psychology: Oxford Quick Reference.
Csikszentmihalyi, M., & Csikszentmihalyi, I. S. (1992). Optimal experience: Psychological studies of flow in consciousness: Cambridge university press.
Day, R. L. (1984). Modeling choices among alternative responses to dissatisfaction. ACR North American Advances.
Dollard, J., Miller, N. E., Doob, L. W., Mowrer, O. H., & Sears, R. R. (1939). Frustration and aggression.
Ellway, B. P. (2016). What’s wrong with IVR system service? A spatial theorisation of customer confusion and frustration. Journal of Service Theory and Practice, 26(4), 386-405.
Folkes, V. S., Koletsky, S., & Graham, J. L. (1987). A field study of causal inferences and consumer reaction: the view from the airport. Journal of consumer research, 13(4), 534-539.
Gelbrich, K. (2010). Anger, frustration, and helplessness after service failure: coping strategies and effective informational support. Journal of the Academy of Marketing Science, 38(5), 567-585.
Guchait, P., & Namasivayam, K. (2012). Customer creation of service products: role of frustration in customer evaluations. Journal of services Marketing, 26(3), 216-224.
Haavisto, P., & Sandberg, B. (2015). “Man, this frustrates me”: change of consumer emotions in online discussions. Journal of Research in Interactive Marketing, 9(1), 70-87.
Hudson, S., Hudson, S., González-Gómez, H. V., González-Gómez, H. V., Rychalski, A., & Rychalski, A. (2017). Call centers: is there an upside to the dissatisfied customer experience? Journal of Business Strategy, 38(1), 39-46.
Kitchenham, B. (2004). Procedures for performing systematic reviews. Keele, UK, Keele University, 33(2004), 1-26.
Kitchenham, B. (2010). What’s up with software metrics?–A preliminary mapping study. Journal of systems and software, 83(1), 37-51.
Kitchenham, B. A., Budgen, D., & Brereton, O. P. (2011). Using mapping studies as the basis for further research–a participant-observer case study. Information and Software Technology, 53(6), 638-651.
Kukar-Kinney, M., & Close, A. G. (2010). The determinants of consumers’ online shopping cart abandonment. Journal of the Academy of Marketing Science, 38(2), 240-250.
Laros, F. J., & Steenkamp, J.-B. E. (2005). Emotions in consumer behavior: a hierarchical approach. Journal of business Research, 58(10), 1437-1445.
Lazar, J., Jones, A., Hackley, M., & Shneiderman, B. (2005). Severity and impact of computer user frustration: A comparison of student and workplace users. Interacting with Computers, 18(2), 187-207.
Lazarus, R. S., & Lazarus, R. S. (1991). Emotion and adaptation: Oxford University Press on Demand.
Liao, G.-Y., Huang, H.-C., & Teng, C.-I. (2016). When does frustration not reduce continuance intention of online gamers? The expectancy disconfirmation perspective. Journal of Electronic Commerce Research, 17(1), 65.
Nguyen, D. T., & McColl-Kennedy, J. R. (2003). Diffusing customer anger in service recovery: A conceptual framework. Australasian Marketing Journal (AMJ), 11(2), 46-55.
Nyer, P. U. (2000). An investigation into whether complaining can cause increased consumer satisfaction. Journal of consumer marketing, 17(1), 9-19.
O'Leary-Kelly, A. M., Griffin, R. W., & Glew, D. J. (1996). Organization-motivated aggression: A research framework. Academy of management review, 21(1), 225-253.
Oliver, R. L. (1997). Emotional expression in the satisfaction response. Satisfaction: A behavioral perspective on the consumer, 291-325.
Petersen, K., Feldt, R., Mujtaba, S., & Mattsson, M. (2008). Systematic mapping studies in software engineering. Paper presented at the Ease.
Petzer, D. J., De Meyer, C. F., Svari, S., & Svensson, G. (2012). Service receivers' negative emotions in airline and hospital service settings. Journal of Services Marketing, 26(7), 484-496.
Popplestone, J. A., & McPherson, M. W. (1988). Dictionary of concepts in general psychology: Greenwood Press.
Richins, M. L. (1997). Measuring emotions in the consumption experience. Journal of consumer research, 24(2), 127-146.
Román, S., & Riquelme, I. P. (2014). Personal Determinants Of Online Shopping Frustration And Its Influence On Consumers'positive Word Of Mouth. Journal of Electronic Commerce Research, 15(2), 87.
Roseman, I. J. (1991). Appraisal determinants of discrete emotions. Cognition & Emotion, 5(3), 161-200.
Rosenzweig, S. (1944). An outline of frustration theory.
Ruiz-Mafe, C., Ruiz-Mafe, C., Tronch, J., Tronch, J., Sanz-Blas, S., & Sanz-Blas, S. (2016). The role of emotions and social influences on consumer loyalty towards online travel communities. Journal of Service Theory and Practice, 26(5), 534-558.
Ruiz-Mafe, C., Tronch, J., & Sanz-Blas, S. (2016). The role of emotions and social influences on consumer loyalty towards online travel communities. Journal of Service Theory and Practice, 26(5), 534-558.
Ruth, J. A., Brunel, F. F., & Otnes, C. C. (2002). Linking thoughts to feelings: investigating cognitive appraisals and consumption emotions in a mixed-emotions context. Journal of the Academy of Marketing Science, 30(1), 44-58.
Ryan, G., del Mar Pàmies, M., & Valverde, M. (2015). WWW= Wait, Wait, Wait: Emotional reactions to waiting on the Internet. Journal of Electronic Commerce Research, 16(4), 261.
Said, H. M., Nenin, M., Samawi, S. S., Mahayudin, A. N., & Tamrin, E. (2014). Customers Frustration and its Implication towards Intention to Queue: An Evidence of a Malaysian Theme Park in Kuala Lumpur. UNITAR International University.
Scherer, K. R. (2001). Appraisal considered as a process of multilevel sequential checking. Appraisal processes in emotion: Theory, methods, research, 92(120), 57.
Schleifer, L. M., & Amick III, B. C. (1989). System response time and method of pay: Stress effects in computer‐based tasks. International Journal of Human‐Computer Interaction, 1(1), 23-39.
Selvidge, P. R., Chaparro, B. S., & Bender, G. T. (2002). The world wide wait: effects of delays on user performance. International Journal of Industrial Ergonomics, 29(1), 15-20.
Shorkey, C. T., & Crocker, S. B. (1981). Frustration theory: a source of unifying concepts for generalist practice. Social Work, 26(5), 374-379.
Söderlund, M. (2003). Behind the satisfaction façade: An exploration of customer frustration. Paper presented at the Conference Proceedings.
Stagner, R. (1937). Psychology of personality.
Stauss, B., Schmidt, M., & Schoeler, A. (2005). Customer frustration in loyalty programs. International Journal of Service Industry Management, 16(3), 229-252.
Su, B.-C. (2008). Characteristics of consumer search on-line: how much do we search? International Journal of Electronic Commerce, 13(1), 109-129.
Sun, Q., & Spears, N. (2011). Frustration Theory: toward an understanding of keyword search effectiveness and consumer responses. Journal of Customer Behaviour, 10(1), 35-48.
Sun, Q., & Spears, N. (2012). Frustration and consumer evaluation of search advertising and search engine effectiveness: The case of hedonic versus utilitarian product. Journal of Electronic Commerce Research, 13(2), 122.
Susskind, A. M. (2004). Consumer frustration in the customer-server exchange: The role of attitudes toward complaining and information inadequacy related to service failures. Journal of Hospitality & Tourism Research, 28(1), 21-43.
Svari, S., & Erling Olsen, L. (2012). The role of emotions in customer complaint behaviors. International Journal of Quality and Service Sciences, 4(3), 270-282.
Svari, S., Slåtten, T., Svensson, G., & Edvardsson, B. (2011). A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF). Journal of Services Marketing, 25(5), 323-335.
Tronvoll, B. (2011). Negative emotions and their effect on customer complaint behaviour. Journal of Service Management, 22(1), 111-134.
Tuzovic, S. (2010). Frequent (flier) frustration and the dark side of word-of-web: exploring online dysfunctional behavior in online feedback forums. Journal of Services Marketing, 24(6), 446-457.
Tuzovic, S., & Mangold, G. (2008). Frequent (Flier) Frustration: Analysis of Nonverbal Cues, Emotion and Disloyal Customer Behaviour in Negative Electronic Word-of-Mouth Communication Sven Tuzovic, Pacific Lutheran University. Paper presented at the Australian & New Zealand Marketing Academy Conference Sydney, Australia.
Vaishnavi, G., & Ganesh, S. (2014). Effects of customer demographics on perceived frustration towards ‘interactive voice response systems’ of mobile telecommunication services. International Journal of Research in Business Management, 2(6), 13-18.
Valença, G., Alves, C., Alves, V., & Niu, N. (2013). A systematic mapping study on business process variability. International Journal of Computer Science & Information Technology, 5(1), 1.
Weiss, M. (2012). User frustrations as opportunities. Technology Innovation Management Review, 17-20.
Wetzer, I. M., Zeelenberg, M., & Pieters, R. (2007). “Never eat in that restaurant, I did!”: Exploring why people engage in negative word‐of‐mouth communication. Psychology & Marketing, 24(8), 661-680.
Wong, A. (2004). The role of emotional satisfaction in service encounters. Managing Service Quality: An International Journal, 14(5), 365-376.
The primary purpose of this article is to do classification and thematic analysis of previous research on customer frustration using a systematic mapping study (SMS). The main research was carried out by combining automatic and manual search. The automatic search was through electronic journal database references: ProQuest Research Library, EBSCOhost: Academic Search Complete, Google Scholar, Emerald Insight and Scopus, while the manual one was performed on Google search with the snowball sampling method. A total of 28 studies on costumer frustration in the form of journal articles and proceedings were included in the inclusion criteria. The results of the mapping show that: 1) the object of study on customer frustration is dominated by the quality of service and the internet, therefore, in the future it can be developed in other objects and subjects, 2) the context of costumer frustration is defined as a negative emotional reaction because consumers' goals are not accomplished or hindered, hence research needs to reinforce this definition so as not to be ambiguous with other definitions of negative emotions, especially anger, 3) the location of the research still needs to be expanded, and 4) quantitative and qualitative or mixed approaches can be applied.
Keywords: systematic mapping study, customer frustration, research