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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. 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.
    2. Simonson, Itamar, 1992. "The Influence of Anticipating Regret and Responsibility on Purchase Decisions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(1), pages 105-118, June.
    3. Tsiros, Michael & Mittal, Vikas, 2000. "Regret: A Model of Its Antecedents and Consequences in Consumer Decision Making," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 26(4), pages 401-417, March.
    4. Weber,Elke U. & Baron,Jonathan & Loomes,Graham (ed.), 2001. "Conflict and Tradeoffs in Decision Making," Cambridge Books, Cambridge University Press, number 9780521772389.
    5. 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.
    6. 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.
    7. 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.
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