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Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services

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Cited by:

  1. Choi, Tae Rang & Choi, Jung Hwa & Sung, Yongjun, 2019. "I hope to protect myself from the threat: The impact of self-threat on prevention-versus promotion-focused hope," Journal of Business Research, Elsevier, vol. 99(C), pages 481-489.
  2. Passos, Gisèle, 2013. "La vengeance du consommateur insatisfait sur Internet et l'effet sur les attitudes des autres consommateurs," Economics Thesis from University Paris Dauphine, Paris Dauphine University, number 123456789/11827 edited by Le Nagard, Emmanuelle.
  3. Haithem Zourrig & Jean-Charles Chebat & Roy Toffoli & Alexandra Medina-Borja, 2014. "Customers’ coping with interpersonal conflicts in intra and inter-cultural service encounters," AMS Review, Springer;Academy of Marketing Science, vol. 4(1), pages 21-31, June.
  4. Haase, Janina & Wiedmann, Klaus-Peter & Labenz, Franziska, 2022. "Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands," Journal of Business Research, Elsevier, vol. 152(C), pages 1-16.
  5. Hsieh, Jung-Kuei, 2020. "The effects of transforming mobile services into mobile promotions," Journal of Business Research, Elsevier, vol. 121(C), pages 195-208.
  6. Faullant, Rita & Matzler, Kurt & Mooradian, Todd A., 2011. "Personality, basic emotions, and satisfaction: Primary emotions in the mountaineering experience," Tourism Management, Elsevier, vol. 32(6), pages 1423-1430.
  7. Dan Ke & Heci Zhang & Ning Yu & Yanbin Tu, 2021. "Who will stay with the brand after posting non-5/5 rating of purchase? An empirical study of online consumer repurchase behavior," Information Systems and e-Business Management, Springer, vol. 19(2), pages 405-437, June.
  8. Seung Hyun Lee & Jaeyong Lee, 2018. "Nickel and dime guests for amenities: exploring guests’ perceptions of resort fees," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 17(1), pages 20-31, February.
  9. Lee, K.M.C. & Kraussl, R.G.W. & Paas, L.J., 2009. "The effect of anticipated and experienced regret and pride on investors' future selling decisions," Serie Research Memoranda 0057, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
  10. Luo, Jun & Dey, Bidit L. & Yalkin, Cagri & Sivarajah, Uthayasankar & Punjaisri, Khanyapuss & Huang, Yu-an & Yen, Dorothy A., 2020. "Millennial Chinese consumers' perceived destination brand value," Journal of Business Research, Elsevier, vol. 116(C), pages 655-665.
  11. David Moore, 2013. "Interrupted anticipation after a service failure: The role of olfactory sensation on expected pleasure, taste enjoyment, consumption, and repatronage intentions," Marketing Letters, Springer, vol. 24(4), pages 399-408, December.
  12. Vaishali Singh & Amit Jain & Sapna Choraria, 2016. "Exploring the Role of Complaint Handling among Complaining Consumers," Vision, , vol. 20(4), pages 331-344, December.
  13. Palmeira, Mauricio & Hartmann, Nathaniel N. & Chan, Eugene & Sekar, Samuel B., 2023. "Don’t blame the powerless: The impact of hierarchy on reactions to responses to ethical scandals," Journal of Business Research, Elsevier, vol. 165(C).
  14. Nur’Hidayah Che Ahmat & Salleh Mohd Radzi & Mohd Salehuddin Mohd Zahari & Rosmaliza Muhammad & Azdel Abdul Aziz & Nor Azmi Ahmad, 2011. "The Effect Of Factors Influencing The Perception Of Price Fairness Towards Customer Response Behaviors," Journal of Global Management, Global Research Agency, vol. 2(1), pages 22-38, July.
  15. Deepjyoti Choudhury & Dibyojyoti Bhattacharjee, 2018. "Satisfaction an Antecedent of Word-of-mouth among Electronic Banking Users: A Study on Salaried Employees," Jindal Journal of Business Research, , vol. 7(2), pages 135-154, December.
  16. Cocco, Helen & Demoulin, Nathalie T.M., 2022. "Designing a seamless shopping journey through omnichannel retailer integration," Journal of Business Research, Elsevier, vol. 150(C), pages 461-475.
  17. Cambra-Fierro, Jesus & Melero, Iguacel & Sese, F. Javier, 2015. "Managing Complaints to Improve Customer Profitability," Journal of Retailing, Elsevier, vol. 91(1), pages 109-124.
  18. Yan, Nina & Xu, Xun & Tong, Tingting & Huang, Liujia, 2021. "Examining consumer complaints from an on-demand service platform," International Journal of Production Economics, Elsevier, vol. 237(C).
  19. Camille Magron & Maxime Merli, 2012. "Stocks repurchase and sophistication of individual investors," Working Papers of LaRGE Research Center 2012-02, Laboratoire de Recherche en Gestion et Economie (LaRGE), Université de Strasbourg.
  20. Demoulin, Nathalie & Willems, Kim, 2019. "Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement," Journal of Business Research, Elsevier, vol. 104(C), pages 295-306.
  21. Kuo, Ren-Zong, 2020. "Why do people switch mobile payment service platforms? An empirical study in Taiwan," Technology in Society, Elsevier, vol. 62(C).
  22. Anna Kukla-Gryz & Joanna Tyrowicz & Michał Krawczyk, 2021. "Digital piracy and the perception of price fairness: evidence from a field experiment," Journal of Cultural Economics, Springer;The Association for Cultural Economics International, vol. 45(1), pages 105-131, March.
  23. Kichan Nam & Jeff Baker & Norita Ahmad & Jahyun Goo, 2020. "Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)," Information Systems Frontiers, Springer, vol. 22(1), pages 113-130, February.
  24. Bougie, J.R.G., 2005. "Consumed with Anger : Negative Emotions in Service Consumption Settings," Other publications TiSEM fa1491e6-4558-4ffd-ac88-5, Tilburg University, School of Economics and Management.
  25. Roy, Sanjit K. & Sharma, Apurv & Bose, Sunny & Singh, Gaganpreet, 2022. "Consumer - brand relationship: A brand hate perspective," Journal of Business Research, Elsevier, vol. 144(C), pages 1293-1304.
  26. repec:dau:papers:123456789/4260 is not listed on IDEAS
  27. Taghreed Abu-Salim & Okey Peter Onyia & Tina Harrison & Valerie Lindsay, 2017. "Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(4), pages 173-186, December.
  28. Shahid Sameeni, Maleeha & Ahmad, Wasim & Filieri, Raffaele, 2022. "Brand betrayal, post-purchase regret, and consumer responses to hedonic versus utilitarian products: The moderating role of betrayal discovery mode," Journal of Business Research, Elsevier, vol. 141(C), pages 137-150.
  29. Heejung Ro, 2014. "Complaint, patience, and neglect: responses to a dissatisfying service experience," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 197-216, June.
  30. Makkar, Marian & Yap, Sheau-Fen, 2018. "Emotional experiences behind the pursuit of inconspicuous luxury," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 222-234.
  31. Barari, Mojtaba & Ross, Mitchell & Surachartkumtonkun, Jiraporn, 2020. "Negative and positive customer shopping experience in an online context," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  32. Jayasimha, K.R. & Srivastava, Himanshu S., 2017. "Consumer advocacy: Examining the feeling and doing following a failed service encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 201-208.
  33. Abdur Rehman & Basit Saeed & Hina Kanwal & Muhammad Rizwan & Muhammad Rehan & Shoaib Hassan, 2013. "Determinants of Consumer Complaining Behavior: A study based on telecommunication firms of Pakistan," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 106-120, December.
  34. Ryan W. Buell & Tami Kim & Chia-Jung Tsay, 2017. "Creating Reciprocal Value Through Operational Transparency," Management Science, INFORMS, vol. 63(6), pages 1673-1695, June.
  35. Anaza, Nwamaka A. & Luis Saavedra, José & Hair, Joe F. & Bagherzadeh, Ramin & Rawal, Monika & Nedu Osakwe, Christian, 2021. "Customer-brand disidentification: Conceptualization, scale development and validation," Journal of Business Research, Elsevier, vol. 133(C), pages 116-131.
  36. Rebecca Hamilton & Debora Thompson & Zachary Arens & Simon Blanchard & Gerald Häubl & P. Kannan & Uzma Khan & Donald Lehmann & Margaret Meloy & Neal Roese & Manoj Thomas, 2014. "Consumer substitution decisions: an integrative framework," Marketing Letters, Springer, vol. 25(3), pages 305-317, September.
  37. Sihem Dekhili & Mohamed Akli Achabou, 2013. "Price Fairness in the Case of Green Products: Enterprises' Policies and Consumers' Perceptions," Business Strategy and the Environment, Wiley Blackwell, vol. 22(8), pages 547-560, December.
  38. Ronald J. Degen, 2013. "Satisfaction of Patients in Health Care: Some Critical Issues with Research Projects that Measure Satisfaction," Working Papers 95, globADVANTAGE, Polytechnic Institute of Leiria.
  39. Nur’Hidayah Che Ahmat Author_Email: nurhidayahcheahmat@gmail.com & Salleh Mohd Radzi & Mohd Salehuddin Mohd Zahari & Rosmaliza Muhammad, 2011. "The Effect Of Factors Influencing The Perception Of Price Fairness Towards Customer Response Behaviors," 2nd International Conference on Business and Economic Research (2nd ICBER 2011) Proceeding 2011-169, Conference Master Resources.
  40. Hossain, Md Shamim & Rahman, Mst Farjana, 2022. "Detection of potential customers’ empathy behavior towards customers' reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  41. Mookherjee, Satadruta & Lee, Jennifer J. & Sung, Billy, 2021. "Multichannel presence, boon or curse?: A comparison in price, loyalty, regret, and disappointment," Journal of Business Research, Elsevier, vol. 132(C), pages 429-440.
  42. Romani, Simona & Grappi, Silvia & Dalli, Daniele, 2012. "Emotions that drive consumers away from brands: Measuring negative emotions toward brands and their behavioral effects," International Journal of Research in Marketing, Elsevier, vol. 29(1), pages 55-67.
  43. Hinz, Vera & Drevs, Florian & Wehner, Jürgen, 2012. "Electronic word of mouth about medical services," hche Research Papers 2012/05, University of Hamburg, Hamburg Center for Health Economics (hche).
  44. Shaohua Yang & Salmi Mohd Isa & T. Ramayah, 2020. "A Theoretical Framework to Explain the Impact of Destination Personality, Self-Congruity, and Tourists’ Emotional Experience on Behavioral Intention," SAGE Open, , vol. 10(4), pages 21582440209, December.
  45. Seunghwan Lee & Min Jung Kim & Dae-Young Kim, 2022. "The Effect of Airbnb Users’ Regret on Dissatisfaction and Negative Behavioral Intention," IJERPH, MDPI, vol. 20(1), pages 1-19, December.
  46. repec:jtr:journl:v:9:y:2014:i:1:p:28-64 is not listed on IDEAS
  47. Wang, Saerom & Kirillova, Ksenia & Lehto, Xinran, 2017. "Reconciling unsatisfying tourism experiences: Message type effectiveness and the role of counterfactual thinking," Tourism Management, Elsevier, vol. 60(C), pages 233-243.
  48. Wang, Yu-Yin & Wang, Yi-Shun & Lin, Tung-Ching, 2018. "Developing and validating a technology upgrade model," International Journal of Information Management, Elsevier, vol. 38(1), pages 7-26.
  49. Koll, Oliver & Plank, Andreas, 2022. "Do shoppers choose the same brand on the next trip when facing the same context? An empirical investigation in FMCG retailing," Journal of Retailing, Elsevier, vol. 98(4), pages 576-592.
  50. M. Minsuk Shin & Eun Jeong Noh & Jiwon Lee, 2018. "Study abroad programs as a service convergence: an international marketing approach," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 253-275, June.
  51. Liao, Shuling & Chou, Cindy Yunhsin & Lin, Tzu-Han, 2015. "Adverse behavioral and relational consequences of service innovation failure," Journal of Business Research, Elsevier, vol. 68(4), pages 834-839.
  52. Wedel, Michel & Bigné, Enrique & Zhang, Jie, 2020. "Virtual and augmented reality: Advancing research in consumer marketing," International Journal of Research in Marketing, Elsevier, vol. 37(3), pages 443-465.
  53. Md Shamim Hossain & Mst Farjana Rahman, 2023. "Customer Sentiment Analysis and Prediction of Insurance Products’ Reviews Using Machine Learning Approaches," FIIB Business Review, , vol. 12(4), pages 386-402, December.
  54. Gavin L. Fox & Stephen J. Lind, 2020. "A framework for viral marketing replication and mutation," AMS Review, Springer;Academy of Marketing Science, vol. 10(3), pages 206-222, December.
  55. Keaveney, Susan M. & Huber, Frank & Herrmann, Andreas, 2007. "A model of buyer regret: Selected prepurchase and postpurchase antecedents with consequences for the brand and the channel," Journal of Business Research, Elsevier, vol. 60(12), pages 1207-1215, December.
  56. Ivan Barreda-Tarrazona & Ainhoa Jaramillo-Gutierrez & Daniel Navarro-Martinez & Gerardo Sabater-Grande, 2014. "The role of forgone opportunities in decision making under risk," Journal of Risk and Uncertainty, Springer, vol. 49(2), pages 167-188, October.
  57. Giorgetta, Cinzia & Zeelenberg, Marcel & Ferlazzo, Fabio & D’Olimpio, Francesca, 2012. "Cultural variation in the role of responsibility in regret and disappointment: The Italian case," Journal of Economic Psychology, Elsevier, vol. 33(4), pages 726-737.
  58. Patrick Winter & Paul Alpar, 2018. "On the relationship between print and mobile channels for newspapers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(1), pages 79-92, February.
  59. Cao, Lanlan & Manthiou, Aikaterini & Ayadi, Kafia, 2022. "Extension and customer reaction on sharing economy platforms: The role of customer inertia," Journal of Business Research, Elsevier, vol. 144(C), pages 513-522.
  60. Mehdi Khademi Gerashi & Farbod Fakhreddin, 2021. "Influence of emotions on purchase loyalty among child consumers: the moderating role of family communication patterns," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(4), pages 298-310, December.
  61. Pradeep Kautish & Arpita Khare & Rajesh Sharma, 2022. "Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(3), pages 261-278, September.
  62. Marcel Zeelenberg & Rob M. A. Nelissen & Seger M. Breugelmans & Rik Pieters, 2008. "On emotion specificity in decision making: why feeling is for doing," Judgment and Decision Making, Society for Judgment and Decision Making, vol. 3, pages 18-27, January.
  63. Sánchez-García, Isabel & Currás-Pérez, Rafael, 2011. "Effects of dissatisfaction in tourist services: The role of anger and regret," Tourism Management, Elsevier, vol. 32(6), pages 1397-1406.
  64. Schoefer, Klaus & Wäppling, Anders & Heirati, Nima & Blut, Markus, 2019. "The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 247-256.
  65. Ana B. Casado & Francisco J. Mas & Ricardo Sellers, 2004. "Third-Party Complaints And Firm Performance: An Application In Spanish Banking," Working Papers. Serie EC 2004-01, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
  66. Tellis, Gerard J. & Chandrasekaran, Deepa, 2010. "Extent and impact of response biases in cross-national survey research," International Journal of Research in Marketing, Elsevier, vol. 27(4), pages 329-341.
  67. White, Allyn & Breazeale, Michael & Collier, Joel E., 2012. "The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies," Journal of Retailing, Elsevier, vol. 88(2), pages 250-261.
  68. Chenyu Zhang & Junkyu Park & Mark A. Bonn & Meehee Cho, 2021. "Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on Guanxi," Sustainability, MDPI, vol. 13(6), pages 1-19, March.
  69. de Hooge, Ilona E., 2014. "Predicting consumer behavior with two emotion appraisal dimensions: Emotion valence and agency in gift giving," International Journal of Research in Marketing, Elsevier, vol. 31(4), pages 380-394.
  70. Overstreet, Robert E. & Morgan, Tyler R. & Laczniak, Russell N. & Daugherty, Patricia J., 2022. "Stemming the tide of increasing retail returns: Implications of targeted returns policies," Journal of Business Research, Elsevier, vol. 151(C), pages 551-562.
  71. Lastner, Matthew M. & Folse, Judith Anne Garretson & Mangus, Stephanie M. & Fennell, Patrick, 2016. "The road to recovery: Overcoming service failures through positive emotions," Journal of Business Research, Elsevier, vol. 69(10), pages 4278-4286.
  72. Grace Suk Ha Chan & Irini Lai Fun Tang & Aiko Hoi Kei Sou, 2017. "An Exploration of Consumer Complaint Behavior towards the Hotel Industry: Case Study in Macao," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(5), pages 56-76, October.
  73. McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
  74. Tom Joonhwan Kim & Youjae Yi & Jongan Choi, 2020. "The boomerang effect of brand personality congruency in a product-harm crisis," Australian Journal of Management, Australian School of Business, vol. 45(4), pages 645-661, November.
  75. Gupta, Aditya & Eilert, Meike & Gentry, James W., 2020. "Can I surprise myself? A conceptual framework of surprise self-gifting among consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  76. Hussain, Rahim & Al Nasser, Amjad & Hussain, Yomna K., 2015. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 167-175.
  77. Huiyun Zhu, 2022. "Interplay between Discrete Emotions and Preventive Behavior in Health Crises: Big Data Analysis of COVID-19," IJERPH, MDPI, vol. 19(24), pages 1-15, December.
  78. Wang, Wei-Tsong & Ou, Wei-Ming & Chen, Wen-Yin, 2019. "The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 178-193.
  79. Lin, Chien-Huang & Huang, Wen-Hsien & Zeelenberg, Marcel, 2006. "Multiple reference points in investor regret," Journal of Economic Psychology, Elsevier, vol. 27(6), pages 781-792, December.
  80. Tari Kasnakoglu, Berna & Yilmaz, Cengiz & Varnali, Kaan, 2016. "An asymmetric configural model approach for understanding complainer emotions and loyalty," Journal of Business Research, Elsevier, vol. 69(9), pages 3659-3672.
  81. Namho Chung & Inessa Tyan & Seung Jae Lee, 2019. "Eco-Innovative Museums and Visitors’ Perceptions of Corporate Social Responsibility," Sustainability, MDPI, vol. 11(20), pages 1-16, October.
  82. Younghoon Chang & Siew Fan Wong & Christian Fernando Libaque-Saenz & Hwansoo Lee, 2019. "e-Commerce Sustainability: The Case of Pinduoduo in China," Sustainability, MDPI, vol. 11(15), pages 1-23, July.
  83. Quach, Sara & Hewege, Chandana & Le, Viet, 2019. "Expression and transformation of loyalty in a contractual service setting: A processual view," Australasian marketing journal, Elsevier, vol. 27(2), pages 66-77.
  84. Kobby Mensah & Justice Boateng Dankwah & Gilbert Mensah & Judith Aku Masope-Crabbe, 2021. "Choice, Purchase Decision and Post-Purchase Dissonance: The Social Media Perspective," Information Management and Business Review, AMH International, vol. 13(3), pages 1-13.
  85. Florian Teleaba & Sorin Popescu & Marieta Olaru & Diana Pitic, 2021. "Risks of Observable and Unobservable Biases in Artificial Intelligence Predicting Consumer Choice," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 102-102, February.
  86. Hosany, Sameer & Prayag, Girish, 2013. "Patterns of tourists' emotional responses, satisfaction, and intention to recommend," Journal of Business Research, Elsevier, vol. 66(6), pages 730-737.
  87. Hasan Al-Banna & Izra Berakon, 2024. "From bank to P2P lending: switching intention of SME’s: evidence from Indonesia," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 568-581, June.
  88. Shasha Lu & Li Xiao & Min Ding, 2016. "A Video-Based Automated Recommender (VAR) System for Garments," Marketing Science, INFORMS, vol. 35(3), pages 484-510, May.
  89. Arora, Swapan Deep & Chakraborty, Anirban, 2021. "Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 122(C), pages 60-74.
  90. Choi, Sungchul & Park, Sang-June & Qiu, Chun (Martin) & Stanyer, Mike, 2013. "The discount is unfair: Egocentric fairness in risky discounts," Journal of Economic Psychology, Elsevier, vol. 39(C), pages 32-43.
  91. Davvetas, Vasileios & Diamantopoulos, Adamantios, 2017. "“Regretting your brand-self?” The moderating role of consumer-brand identification on consumer responses to purchase regret," Journal of Business Research, Elsevier, vol. 80(C), pages 218-227.
  92. Locander, Jennifer A. & White, Allyn & Newman, Christopher L., 2020. "Customer responses to frontline employee complaining in retail service environments: The role of perceived impropriety," Journal of Business Research, Elsevier, vol. 107(C), pages 315-323.
  93. Ou, Yi-Chun & Verhoef, Peter C., 2017. "The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers," Journal of Business Research, Elsevier, vol. 80(C), pages 106-115.
  94. Arirat Chueabunkoet Noth & Pensri Jaroenwanit & Rudolph Henry Brown, 2015. "The Roles of Forgiveness towards Repurchase Intentions from a Cross Cultural Perspective," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 1(3), pages 221-234, July.
  95. Sapna Choraria, 2013. "Exploring the Role of Negative Emotions on Customer’s Intention to Complain," Vision, , vol. 17(3), pages 201-211, September.
  96. Daniela Raeva & Eric van Dijk & Marcel Zeelenberg, 2011. "How comparing decision outcomes affects subsequent decisions: The carry-over of a comparative mind-set," Judgment and Decision Making, Society for Judgment and Decision Making, vol. 6(4), pages 343-350, June.
  97. Emrah Oney & Iman Aghaei, 2024. "Consumer complaint intentions: the impact of general and specific self-confidence," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(2), pages 390-410, June.
  98. Mao, Wen & Oppewal, Harmen, 2010. "Did I choose the right university? How post-purchase information affects cognitive dissonance, satisfaction and perceived service quality," Australasian marketing journal, Elsevier, vol. 18(1), pages 28-35.
  99. Wu, Ing-Long, 2013. "The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust," International Journal of Information Management, Elsevier, vol. 33(1), pages 166-176.
  100. Park, Jeong-Yeol & Jang, SooCheong (Shawn), 2013. "Confused by too many choices? Choice overload in tourism," Tourism Management, Elsevier, vol. 35(C), pages 1-12.
  101. Haiyun (Melody) Zou & Heshan Sun & Yulin Fang, 2023. "Satisfaction to Stay, Regret to Switch: Understanding Post-adoption Regret in Choosing Competing Technologies When Herding," Information Systems Research, INFORMS, vol. 34(4), pages 1455-1475, December.
  102. Ayoung Suh & Mengjun Li, 2021. "Digital Tracing during the COVID-19 Pandemic: User Appraisal, Emotion, and Continuance Intention," Sustainability, MDPI, vol. 13(2), pages 1-17, January.
  103. El Ouardighi, Fouad & Feichtinger, Gustav & Grass, Dieter & Hartl, Richard & Kort, Peter M., 2016. "Autonomous and advertising-dependent ‘word of mouth’ under costly dynamic pricing," European Journal of Operational Research, Elsevier, vol. 251(3), pages 860-872.
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  105. Chebat, Jean-Charles & Davidow, Moshe & Borges, Adilson, 2011. "More on the role of switching costs in service markets: A research note," Journal of Business Research, Elsevier, vol. 64(8), pages 823-829, August.
  106. Martinez, Luis F. & Zeelenberg, Marcel & Rijsman, John B., 2011. "Regret, disappointment and the endowment effect," Journal of Economic Psychology, Elsevier, vol. 32(6), pages 962-968.
  107. Youshi He & Jingyan Wu & Min Wang, 2022. "Causes and Behavioral Evolution of Negative Electronic Word-of-Mouth Communication: Considering the Mediating Role of User Involvement and the Moderating Role of User Self-Construal," Sustainability, MDPI, vol. 15(1), pages 1-18, December.
  108. Sobh, Rana, 2011. "Approaching what we hope for and avoiding what we fear: A study of women’s concern with visible signs of skin aging," Australasian marketing journal, Elsevier, vol. 19(2), pages 122-130.
  109. Sunyoung Kim & Taejung Park, 2023. "Understanding Innovation Resistance on the Use of a New Learning Management System (LMS)," Sustainability, MDPI, vol. 15(16), pages 1-18, August.
  110. Yang, Xiying & Hua, Guowei & Cheng, T.C.E. & Zhang, Li & Zhang, Yi & Xu, Yadong, 2022. "Buy two and get X% off: Quantity discount under consumers’ anticipated regret," International Journal of Production Economics, Elsevier, vol. 250(C).
  111. Amatulli, Cesare & De Angelis, Matteo & Pino, Giovanni & Guido, Gianluigi, 2020. "An investigation of unsustainable luxury: How guilt drives negative word-of-mouth," International Journal of Research in Marketing, Elsevier, vol. 37(4), pages 821-836.
  112. Ku, Gillian, 2008. "Learning to de-escalate: The effects of regret in escalation of commitment," Organizational Behavior and Human Decision Processes, Elsevier, vol. 105(2), pages 221-232, March.
  113. Dongpu Fu & Yili Hong & Kanliang Wang & Weiguo Fan, 2018. "Effects of membership tier on user content generation behaviors: evidence from online reviews," Electronic Commerce Research, Springer, vol. 18(3), pages 457-483, September.
  114. Ouyang, Zhe & Gursoy, Dogan & Sharma, Bishnu, 2017. "Role of trust, emotions and event attachment on residents' attitudes toward tourism," Tourism Management, Elsevier, vol. 63(C), pages 426-438.
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  116. Roman Kraussl & Carmen Lee & Leo Paas, 2013. "The Effect of Anticipated and Experienced Regret and Pride on Investors Future Selling Decisions," DEM Discussion Paper Series 13-5, Department of Economics at the University of Luxembourg.
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