Unraveling consumer suspense: The role of hope, fear, and probability fluctuations
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- 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.
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KeywordsSuspense; Hope; Fear; Emotion; Anticipatory emotions; Cognitive appraisals; Affect; Probability; Uncertainty; Probability fluctuation;
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