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Tombs, Alastair; Hill, Sally Rao - In: European journal of marketing : EJM 48 (2014) 11/12, pp. 2051-2070

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Spectator emotions : effects on quality, satisfaction, value, and future intentions

Calabuig Moreno, Ferran; Prado-Gascó, Vicente; Crespo … - In: Journal of business research : JBR 68 (2015) 7, pp. 1445-1449

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The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries

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Role of affective forecasting in customers' hotel service experiences

Lajante, Mathieu; Ladhari, Riadh; Massa, Elodie - In: International journal of contemporary hospitality management 34 (2022) 3, pp. 1062-1083

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Behavioural consequences of verbally expressed and unexpressed customer rage emotions

Awasthi, Ashwini K.; Kumar, Vineet - In: Journal of consumer marketing 39 (2022) 1, pp. 133-144

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Research on the influence of compensation methods and customer sentiment on service recovery effect

Wei, Jiahua; Lin, Xi - In: Total quality management & business excellence 33 (2022) 5, pp. 489-508

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Exploring Customer Loyalty Following Service Recovery : The Mediating Effects of Trust and Emotions

DeWitt, Tom - 2009

, while existing research has focused primarily on negative emotion, the authors' model adopts a two-dimensional view of … emotion (positive and negative emotions), and the results support the inclusion of both dimensions. Overall, the empirical … the important mediating roles of trust and emotion, service employees can deliver more effective service recovery …

Persistent link: https://www.econbiz.de/10013153369

Consumer cynicism in service failures

Tran, Hai-Anh; Strizhakova, Yuliya; Usrey, Bryan; … - In: Psychology & marketing 39 (2022) 2, pp. 346-359

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How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees

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Mediation role of satisfaction and trust on attitudinal commitment and relationship quality

Thi Trang Tran; Tung Tran Anh; Thi Ngan Pham - In: Journal of Asian finance, economics and business : JAFEB 7 (2020) 10, pp. 275-281

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