File(s) not publicly available
Getting emotional twice: an analysis of patterns of emotional states after failure and recovery
presentation
posted on 2023-06-09, 06:35 authored by Alexandra Poliakova, Sara ValentiniService failure and recovery are powerful triggers of customer emotional reactions. However, research has overlooked the combined effect of emotions triggered by both service failure and service recovery on customers’ satisfaction with complaint handling (SATCOM) and with the company overall (OS). This study addresses this research gap through two studies. In study 1 we summarize theoretical and empirical findings of emotional reactions in the service failure and recovery episodes. In Study 2 we experimentally manipulate service failure and recovery attributes in two scenarios to trigger emotions and estimate a model of the effect of the emotions on customers’ satisfaction. Findings show that different patterns of emotions following both service failure and service recovery differently affects SATCOM and OS. The authors discuss theoretical and managerial importance of emotions in complaint handling research.
History
Publication status
- Published
Journal
La Londe Conference 2016 proceedingsPublisher URL
Presentation Type
- paper
Event name
14th International Research Conference in Service ManagementEvent location
La Londe-les-Maures, FranceEvent type
conferenceEvent date
31 May - 3 June, 2016Department affiliated with
- Business and Management Publications
Full text available
- No
Peer reviewed?
- Yes
Legacy Posted Date
2017-06-08Usage metrics
Categories
No categories selectedKeywords
Licence
Exports
RefWorks
BibTeX
Ref. manager
Endnote
DataCite
NLM
DC