The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context
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DOI: 10.1080/02642060801917612
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Cited by:
- 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.
- Cambra-Fierro, Jesús & Berbel-Pineda, Juan M. & Ruiz-BenÃtez, RocÃo & Vázquez-Carrasco, Rosario, 2013. "Analysis of the moderating role of the gender variable in service recovery processes," Journal of Retailing and Consumer Services, Elsevier, vol. 20(4), pages 408-418.
- Bin Shahriar Shamsul Huq & Khan Md. Fayjullah & Arafat Sayed & Islam Mahbub Ul, 2018. "Service Recovery Strategies versus Customers’ Expectations, Race for Sustainability: a Qualitative Study on Micro Brands," Marketing – from Information to Decision Journal, Sciendo, vol. 1(2), pages 42-53, December.
- Rodolfo Vázquez-Casielles & Víctor Iglesias & Concepción Varela-Neira, 2010. "Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies," The Service Industries Journal, Taylor & Francis Journals, vol. 32(1), pages 83-103, July.
- del Río-Lanza, Ana Belén & Vázquez-Casielles, Rodolfo & Díaz-Martín, Ana M, 2009. "Satisfaction with service recovery: Perceived justice and emotional responses," Journal of Business Research, Elsevier, vol. 62(8), pages 775-781, August.
- Ozkan-Tektas, Oznur & Basgoze, Pinar, 2017. "Pre-recovery emotions and satisfaction: A moderated mediation model of service recovery and reputation in the banking sector," European Management Journal, Elsevier, vol. 35(3), pages 388-395.
- Lydie Bonnefoy-Claudet & Nabil Ghantous, 2013. "Emotions' Impact on Tourists' Satisfaction with Ski Resorts. The Mediating Role of Perceived Value," Post-Print hal-00946206, HAL.
- Jana Prodanova & Sonia San-Martín & Nadia Jiménez, 2017. "Enfoque teórico multidisciplinar para la provisión electrónica de servicios," DOCFRADIS Working Papers 1705, Catedra Fundación Ramón Areces de Distribución Comercial, revised Oct 2017.
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