Balaji, M.S.; Roy, Sanjit Kumar; Quazi, Ali - In: European Journal of Marketing 51 (2017) 5/6, pp. 960-982
Purpose The purpose of this paper is twofold: first, to determine the role of emotions in customer evaluation of service failures; and second, to examine how customers’ emotion regulation impacts customer satisfaction and behavioural responses (e.g. repurchase intentions and negative...