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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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  • Zeelenberg, Marcel
  • Pieters, Rik

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Bibliographic Info

Article provided by Elsevier in its journal Journal of Business Research.

Volume (Year): 57 (2004)
Issue (Month): 4 (April)
Pages: 445-455

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Handle: RePEc:eee:jbrese:v:57:y:2004:i:4:p:445-455

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Web page: http://www.elsevier.com/locate/jbusres

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References

References listed on IDEAS
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
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  1. Tsiros, Michael & Mittal, Vikas, 2000. " Regret: A Model of Its Antecedents and Consequences in Consumer Decision Making," Journal of Consumer Research, University of Chicago Press, vol. 26(4), pages 401-17, March.
  2. Zeelenberg, M. & Dijk, W.W. van & Manstead, J., 1998. "Reconsidering the relation between regret and responsibility," Discussion Paper 1998-36, Tilburg University, Center for Economic Research.
  3. Westbrook, Robert A, 1980. " Intrapersonal Affective Influences on Consumer Satisfaction with Products," Journal of Consumer Research, University of Chicago Press, vol. 7(1), pages 49-54, June.
  4. Raghunathan, Rajagopal & Pham, Michel Tuan, 1999. "All Negative Moods Are Not Equal: Motivational Influences of Anxiety and Sadness on Decision Making, , , , ," Organizational Behavior and Human Decision Processes, Elsevier, vol. 79(1), pages 56-77, July.
  5. J. Jeffrey Inman & James S. Dyer & Jianmin Jia, 1997. "A Generalized Utility Model of Disappointment and Regret Effects on Post-Choice Valuation," Marketing Science, INFORMS, vol. 16(2), pages 97-111.
  6. Pligt, J. van der & Zeelenberg, M. & Dijk, W.W. van & Vries, N.K. de & Richard, R., 1998. "Affect, attitudes and decisions: Let's be more specific," Open Access publications from Tilburg University urn:nbn:nl:ui:12-76939, Tilburg University.
  7. Zeelenberg, M. & Pieters, R., 1999. "On service delivery that might have been: Behavioral responses to disappointment and regret," Open Access publications from Tilburg University urn:nbn:nl:ui:12-80654, Tilburg University.
  8. Cooke, Alan D J & Meyvis, Tom & Schwartz, Alan, 2001. " Avoiding Future Regret in Purchase-Timing Decisions," Journal of Consumer Research, University of Chicago Press, vol. 27(4), pages 447-59, March.
  9. Zeelenberg, M. & Dijk, W.W. van & Manstead, A.S.R., 1998. "Reconsidering the relation between regret and responsibility," Open Access publications from Tilburg University urn:nbn:nl:ui:12-76941, Tilburg University.
  10. van Dijk, Wilco W. & van der Pligt, Joop, 1997. "The Impact of Probability and Magnitude of Outcome on Disappointment and Elation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 69(3), pages 277-284, March.
  11. Simonson, Itamar, 1992. " The Influence of Anticipating Regret and Responsibility on Purchase Decisions," Journal of Consumer Research, University of Chicago Press, vol. 19(1), pages 105-18, June.
  12. Zeelenberg, Marcel & van Dijk, Wilco W. & Manstead, Antony S. R., 1998. "Reconsidering the Relation between Regret and Responsibility," Organizational Behavior and Human Decision Processes, Elsevier, vol. 74(3), pages 254-272, June.
  13. Maute, Manfred F. & Forrester, William Jr., 1993. "The structure and determinants of consumer complaint intentions and behavior," Journal of Economic Psychology, Elsevier, vol. 14(2), pages 219-247, June.
  14. Tsiros, Michael, 1998. "Effect of Regret on Post-choice Valuation: The Case of More Than Two Alternatives," Organizational Behavior and Human Decision Processes, Elsevier, vol. 76(1), pages 48-69, October.
  15. Oliver, Richard L, 1993. " Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, University of Chicago Press, vol. 20(3), pages 418-30, December.
  16. Lassar, Walfried M. & Folkes, Valerie S. & Grewal, Dhruv & Costley, Carolyn, 1998. "Consumer Affective Reactions to Product Problems When the Timing of Warranty Expiration Varies," Journal of Business Research, Elsevier, vol. 42(3), pages 265-270, July.
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Citations

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Cited by:
  1. Delacroix, Eva, 2003. "Le regret chez le consommateur : un état de l’art," Economics Papers from University Paris Dauphine 123456789/4260, Paris Dauphine University.
  2. S. Steenhaut & P. Van Kenhove, 2006. "The Emotional Experience of Guilt in Ethically Questionable Consumer Situations," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 06/381, Ghent University, Faculty of Economics and Business Administration.
  3. 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.
  4. Roman Kraussl & Carmen Lee & Leo Paas, 2013. "The Effect of Anticipated and Experienced Regret and Pride on Investors Future Selling Decisions," CREA Discussion Paper Series 13-5, Center for Research in Economic Analysis, University of Luxembourg.
  5. 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.
  6. 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.
  7. 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).
  8. 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.
  9. 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.
  10. Lee, Carmen & Kräussl, Roman & Paas, Leo, 2012. "The effect of anticipated and experienced regret and pride on investors' future selling decisions," CFS Working Paper Series 2012/17, Center for Financial Studies (CFS).
  11. Hinz, Vera & Drevs, Florian & Wehner, Jürgen, 2012. "Electronic word of mouth about medical services," hche Research Papers 2012/05, Hamburg Center for Health Economics (hche), University of Hamburg.
  12. 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 (France).
  13. 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.
  14. Carmen Lee & Roman Kraeussl & André Lucas & Leonard J. Paas, 2008. "A Dynamic Model of Investor Decision-Making: How Adaptation to Losses affects Future Selling Decisions," Tinbergen Institute Discussion Papers 08-112/2, Tinbergen Institute, revised 02 Sep 2013.

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