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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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  • 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.
  • Handle: RePEc:eee:jbrese:v:57:y:2004:i:4:p:445-455
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    1. 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.
    2. Tsiros, Michael & Mittal, Vikas, 2000. "Regret: A Model of Its Antecedents and Consequences in Consumer Decision Making," Journal of Consumer Research, Oxford University Press, vol. 26(4), pages 401-417, March.
    3. 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.
    4. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Oxford University Press, vol. 20(3), pages 418-430, December.
    5. 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.
    6. Zeelenberg, M. & van Dijk, W.W. & Manstead, J., 1998. "Reconsidering the relation between regret and responsibility," Discussion Paper 1998-36, Tilburg University, Center for Economic Research.
    7. Machleit, Karen A. & Eroglu, Sevgin A., 2000. "Describing and Measuring Emotional Response to Shopping Experience," Journal of Business Research, Elsevier, vol. 49(2), pages 101-111, August.
    8. 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.
    9. 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.
    10. Westbrook, Robert A, 1980. "Intrapersonal Affective Influences on Consumer Satisfaction with Products," Journal of Consumer Research, Oxford University Press, vol. 7(1), pages 49-54, June.
    11. 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.
    12. 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.
    13. 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.
    14. 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.
    15. Simonson, Itamar, 1992. "The Influence of Anticipating Regret and Responsibility on Purchase Decisions," Journal of Consumer Research, Oxford University Press, vol. 19(1), pages 105-118, June.
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