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Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses

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Cited by:

  1. Obeidat, Zaid Mohammad & Xiao, Sarah Hong & Qasem, Zainah al & dweeri, Rami al & Obeidat, Ahmad, 2018. "Social media revenge: A typology of online consumer revenge," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 239-255.
  2. RiHyun Shin & Jin-Woo Park & DongRyeol Choi, 2024. "Disruptive Passenger Behavior Impact on Overall Service Experience: An Appraisal Theory Perspective," Sustainability, MDPI, vol. 16(7), pages 1-18, March.
  3. 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.
  4. Siret, Iris & Sabadie, William, 2022. "Public complaining: A blessing in disguise? Educational calling as a benevolent process that gives consumers voice on brands’ social media," Journal of Business Research, Elsevier, vol. 150(C), pages 476-490.
  5. Babin, Barry J. & Zhuang, Weiling & Borges, Adilson, 2021. "Managing service recovery experience: Effects of the forgiveness for older consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  6. Lara Khansa & Reza Barkhi & Soumya Ray & Zachary Davis, 2018. "Cyberloafing in the workplace: mitigation tactics and their impact on individuals’ behavior," Information Technology and Management, Springer, vol. 19(4), pages 197-215, December.
  7. Wenyan Zhou & Oliver Hinz & Alexander Benlian, 2018. "The impact of the package opening process on product returns," Business Research, Springer;German Academic Association for Business Research, vol. 11(2), pages 279-308, September.
  8. Chao Miao & Michael J. Barone & Shanshan Qian & Ronald H. Humphrey, 2019. "Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions," Marketing Letters, Springer, vol. 30(3), pages 335-347, December.
  9. Weitzl, Wolfgang J. & Einwiller, Sabine A., 2020. "Profiling (un-)committed online complainants: Their characteristics and post-webcare reactions," Journal of Business Research, Elsevier, vol. 117(C), pages 740-753.
  10. Yang, Chaofan & Sun, Yongqiang & Shen, Xiao-Liang, 2022. "Beyond anger: A neutralization perspective of customer revenge," Journal of Business Research, Elsevier, vol. 146(C), pages 363-374.
  11. Tuzovic, Sven & Simpson, Merlin C. & Kuppelwieser, Volker G. & Finsterwalder, Jörg, 2014. "From ‘free’ to fee: Acceptability of airline ancillary fees and the effects on customer behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 98-107.
  12. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
  13. Yan Li, 2011. "Emotions and new venture judgment in China," Asia Pacific Journal of Management, Springer, vol. 28(2), pages 277-298, June.
  14. In-Hye Kang & Amna Kirmani, 2024. "Lying and Cheating the Company: The Positive and Negative Effects of Corporate Activism on Unethical Consumer Behavior," Journal of Business Ethics, Springer, vol. 192(1), pages 39-56, June.
  15. Döring, Matthias, 2020. "“Explain, but make no Excuses”: Service Recovery after Public Service Failures," SocArXiv txmdy, Center for Open Science.
  16. Mark Groza & Mya Pronschinske & Matthew Walker, 2011. "Perceived Organizational Motives and Consumer Responses to Proactive and Reactive CSR," Journal of Business Ethics, Springer, vol. 102(4), pages 639-652, September.
  17. 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.
  18. Lv, Xingyang & Liu, Yue & Luo, Jingjing & Liu, Yuqing & Li, Chunxiao, 2021. "Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure," Annals of Tourism Research, Elsevier, vol. 87(C).
  19. Chen, Ke & Chen, Jianxun & Zhan, Wu & Sharma, Piyush, 2020. "When in Rome! Complaint contagion effect in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 628-641.
  20. Su, Lishan & Laczniak, Russell N. & Walker, Doug & Raju, Sekar, 2023. "Is strong more vulnerable? An empirical investigation of psychological contract formation, violation, and customer reactions," Journal of Business Research, Elsevier, vol. 168(C).
  21. Zsofia Kenesei & Krisztina Kolos, 2018. "The Role of Employee Aff ective Delivery and Customer Perceived Control in Service Recovery," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(1), pages 7-22.
  22. Malthouse, Edward C. & Haenlein, Michael & Skiera, Bernd & Wege, Egbert & Zhang, Michael, 2013. "Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 270-280.
  23. Verena Hüttl-Maack & Doreén Pick & Heribert Gierl, 2019. "Handle with care! How majority cues can reduce the negative effects of warnings of foreseeable product failures," Review of Managerial Science, Springer, vol. 13(4), pages 689-723, August.
  24. Phimai Nuansi & Piya Ngamcharoenmongkol, 2021. "Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth," SAGE Open, , vol. 11(3), pages 21582440211, September.
  25. Amélie Guèvremont & Bianca Grohmann, 2018. "Does brand authenticity alleviate the effect of brand scandals?," Journal of Brand Management, Palgrave Macmillan, vol. 25(4), pages 322-336, July.
  26. Alex H. Cohen & Jorge E. Fresneda & Rolph E. Anderson, 2020. "What retailers need to understand about website inaccessibility and disabled consumers: Challenges and opportunities," Journal of Consumer Affairs, Wiley Blackwell, vol. 54(3), pages 854-889, September.
  27. 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.
  28. Sands, Sean & Campbell, Colin & Shedd, Lois & Ferraro, Carla & Mavrommatis, Alexis, 2020. "How small service failures drive customer defection: Introducing the concept of microfailures," Business Horizons, Elsevier, vol. 63(4), pages 573-584.
  29. Sarkar Sengupta, Aditi & Balaji, M.S. & Krishnan, Balaji C., 2015. "How customers cope with service failure? A study of brand reputation and customer satisfaction," Journal of Business Research, Elsevier, vol. 68(3), pages 665-674.
  30. Vikas Singla & Gaurav Gupta, 2019. "Emotional Branding Scale and Its Role in Formation of Brand Trust," Paradigm, , vol. 23(2), pages 148-163, December.
  31. Park, Junsung & Yoo, Joon Woo & Cho, Youngju & Park, Heejun, 2023. "Examining the impact of service robot communication styles on customer intimacy following service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  32. Ana B. Casado & Juan Luis Nicolau & Francisco Mas Ruiz, 2008. "The negative effects of failed service recoveries," Working Papers. Serie EC 2008-07, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
  33. Barta, Sergio & Gurrea, Raquel & Flavián, Carlos, 2023. "Consequences of consumer regret with online shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  34. Béal, Mathieu & Suri, Anshu & Nguyen, Nguyen & Grégoire, Yany & Sénécal, Sylvain, 2022. "Is service recovery of equal importance for private vs public complainers?," Journal of Business Research, Elsevier, vol. 153(C), pages 392-400.
  35. Joireman, Jeff & Grégoire, Yany & Devezer, Berna & Tripp, Thomas M., 2013. "When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation," Journal of Retailing, Elsevier, vol. 89(3), pages 315-337.
  36. 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.
  37. Wiese, Melanie & van der Westhuizen, Liezl-Marié, 2024. "Impact of planned power outages (load shedding) on consumers in developing countries: Evidence from South Africa," Energy Policy, Elsevier, vol. 187(C).
  38. Fombelle, Paul W. & Voorhees, Clay M. & Jenkins, Mason R. & Sidaoui, Karim & Benoit, Sabine & Gruber, Thorsten & Gustafsson, Anders & Abosag, Ibrahim, 2020. "Customer deviance: A framework, prevention strategies, and opportunities for future research," Journal of Business Research, Elsevier, vol. 116(C), pages 387-400.
  39. 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.
  40. Lages, Cristiana R. & Perez-Vega, Rodrigo & Kadić-Maglajlić, Selma & Borghei-Razavi, Niloofar, 2023. "A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework," Journal of Business Research, Elsevier, vol. 161(C).
  41. Hino, Hayiel, 2023. "More than just empathy: The influence of moral emotions on boycott participation regarding products sourced from politically contentious regions," International Business Review, Elsevier, vol. 32(1).
  42. Sharifi, Seyed Shahin & Aghazadeh, Hashem, 2016. "Discount reference moderates customers' reactions to discount frames after online service failure," Journal of Business Research, Elsevier, vol. 69(10), pages 4074-4080.
  43. Alexander Mafael & Sascha Raithel & Stefan J. Hock, 2022. "Managing customer satisfaction after a product recall: the joint role of remedy, brand equity, and severity," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 174-194, January.
  44. Daphna Motro & Lisa D. Ordóñez & Andrea Pittarello & David T. Welsh, 2018. "Investigating the Effects of Anger and Guilt on Unethical Behavior: A Dual-Process Approach," Journal of Business Ethics, Springer, vol. 152(1), pages 133-148, September.
  45. Samantha Nazione & Evan K. Perrault, 2019. "An Empirical Test of Image Restoration Theory and Best Practice Suggestions Within the Context of Social Mediated Crisis Communication," Corporate Reputation Review, Palgrave Macmillan, vol. 22(4), pages 134-143, November.
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