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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, 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., 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.
  • Handle: RePEc:tiu:tiutis:7bfb4aa9-cba7-4786-850d-1747ad520671
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    References listed on IDEAS

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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, Oxford University Press, vol. 26(4), pages 401-417, March.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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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