IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v27y2017i2p190-209.html
   My bibliography  Save this article

Emotional management and behavioural inhibition system in service failures

Author

Listed:
  • Thuc Nghi Le

Abstract

This study incorporates individual psychological differences - emotional management ability, behavioural inhibition system (BIS) and appraisal of service failure into the framework model of consumer coping. The model was tested on a sample of 301 respondents. Structural equation modelling was employed to assess data and the six hypothesised relationships. The findings reveal that customers' emotional management ability does affect their assessment and their behavioural inhibition system sensitivity. Severity perceived is positively linked to active and expressive coping while diminishing avoidance coping. Furthermore, BIS sensitivity leads to a greater intention to use both expressive and avoidance coping mechanisms in dealing with service failures. These results propose implications for how service providers should act in service recovery in order to obtain the most optimal outcome.

Suggested Citation

  • Thuc Nghi Le, 2017. "Emotional management and behavioural inhibition system in service failures," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 27(2), pages 190-209.
    • Handle: RePEc:ids:ijsoma:v:27:y:2017:i:2:p:190-209
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=83763
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:27:y:2017:i:2:p:190-209. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.