This article focuses on the impact of third-party complaints on firm performance. We propose two research hypotheses, which are developed from the literature of dissatisfaction, emotions, and economics. The methodology is based on an event study to estimate variation in firm share returns in the...

The objective of this study is to examine the relationships that exist among the attributions, the affect and behavioral intentions of consumers who suffer delays in services. As a new element, we propose to consider two emotional reactions: anger and dissatisfaction. The methodology employed is...