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On service delivery that might have been : Behavioral responses to disappointment and regret

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  • Zeelenberg, M.

    (Tilburg University, School of Economics and Management)

  • Pieters, R.

    (Tilburg University, School of Economics and Management)

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  • Zeelenberg, M. & Pieters, R., 1999. "On service delivery that might have been : Behavioral responses to disappointment and regret," Other publications TiSEM 6596c484-f332-4f60-a96a-3, Tilburg University, School of Economics and Management.
    • Handle: RePEc:tiu:tiutis:6596c484-f332-4f60-a96a-376b7d54e357
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    References listed on IDEAS

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    1. van Dijk, W.W. & Zeelenberg, M. & van der Pligt, J., 1999. "Not having what you want versus having what you don't want : The impact of the type of negative outcome on the experience of disappointment and related emotions," Other publications TiSEM 5d1661b1-db82-4773-8ac4-5, Tilburg University, School of Economics and Management.
    2. Loomes, Graham & Sugden, Robert, 1982. "Regret Theory: An Alternative Theory of Rational Choice under Uncertainty," Economic Journal, Royal Economic Society, vol. 92(368), pages 805-824, December.
    3. 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.
    4. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
    5. Zeelenberg, M. & van Dijk, W.W. & Manstead, A.S.R., 1998. "Reconsidering the relation between regret and responsibility," Other publications TiSEM fa17bcac-aab0-4f37-8183-5, Tilburg University, School of Economics and Management.
    6. 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.
    7. Zeelenberg, M. & van Dijk, W.W. & Manstead, J., 1998. "Reconsidering the relation between regret and responsibility," Other publications TiSEM 371e7dc6-a667-468e-bb94-5, Tilburg University, School of Economics and Management.
    8. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    9. David E. Bell, 1982. "Regret in Decision Making under Uncertainty," Operations Research, INFORMS, vol. 30(5), pages 961-981, October.
    10. Westbrook, Robert A, 1980. "Intrapersonal Affective Influences on Consumer Satisfaction with Products," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 7(1), pages 49-54, June.
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    Cited by:

    1. Poels, Karolien & Dewitte, Siegfried, 2008. "Hope and self-regulatory goals applied to an advertising context: Promoting prevention stimulates goal-directed behavior," Journal of Business Research, Elsevier, vol. 61(10), pages 1030-1040, October.
    2. Elyès Jouini & Clotilde Napp, 2018. "The Impact of Health-Related Emotions on Belief Formation and Behavior," Theory and Decision, Springer, vol. 84(3), pages 405-427, May.
    3. Haans, Hans, 2011. "Evaluating retail format extensions: The role of shopping goals," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 389-396.
    4. Zeelenberg, M., 1999. "The use of crying over spilled milk : A note on the rationality and functionality of regret," Other publications TiSEM 66ac04be-d1ee-4a0e-9e97-7, Tilburg University, School of Economics and Management.
    5. Zeelenberg, Marcel & Pieters, Rik, 2004. "Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services," Journal of Business Research, Elsevier, vol. 57(4), pages 445-455, April.
    6. Zeelenberg, Marcel & van Dijk, Wilco W. & Manstead, Antony S. R., 2000. "Regret and Responsibility Resolved? Evaluating Ordonez and Connolly's (2000) Conclusions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 81(1), pages 143-154, January.
    7. Jaime Ramirez-Fernandez & Jimena Y. Ramirez-Marin & Lourdes Munduate, 2018. "I Expected More from You: The Influence of Close Relationships and Perspective Taking on Negotiation Offers," Group Decision and Negotiation, Springer, vol. 27(1), pages 85-105, February.
    8. Zeelenberg, M. & Pieters, R., 2004. "Beyond valence in customer dissatisfaction : A review and new findings on behavioral responses to regret and disappointment in failed services," Other publications TiSEM 7bfb4aa9-cba7-4786-850d-1, Tilburg University, School of Economics and Management.
    9. Zeelenberg, Marcel & Nijstad, Bernard A. & van Putten, Marijke & van Dijk, Eric, 2006. "Inaction inertia, regret, and valuation: A closer look," Organizational Behavior and Human Decision Processes, Elsevier, vol. 101(1), pages 89-104, September.
    10. Kamran Mukhtiar & Nafees Asmat & Muhammad Arshad & Muhammad Aftab Ali & Hammad Ali Lodhi & Ather Waqas, 2013. "Complaint Intentions of Consumers of Pakistan Restaurant Industry," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 153-166, December.
    11. Liesbeth Colen & George Chryssochoidis & Pavel Ciaian & Federica Di Marcantonio, 2020. "Differences in composition of seemingly identical branded products: Impact on consumer purchase decisions and welfare," JRC Research Reports JRC118149, Joint Research Centre.

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