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Customers’ emotions in service failure and recovery: a meta-analysis

journal contribution
posted on 2023-06-09, 12:16 authored by Chiara Orsingher, Sara Valentini, Alexandra Poliakova
This service failure/recovery emotions’ synthesis showed: 1) Conceptual models of emotions affect the relationship between emotions and their correlates; 2) Perceived fairness is most important in triggering negative/positive emotions; 3) Recovery satisfaction and loyalty are stronger related to positive emotions; 4) Methodological characteristics explain systematic variation in the effect sizes.

History

Publication status

  • Published

Journal

Advances in Consumer Research

ISSN

0098-9258

Publisher

Association for Consumer Research

Volume

45

Page range

791-732

Department affiliated with

  • Strategy and Marketing Publications

Full text available

  • No

Peer reviewed?

  • Yes

Contributors

Ayelet Gneezy, Vladas Griskevius, Patti Williams

Legacy Posted Date

2018-02-20

First Compliant Deposit (FCD) Date

2018-02-20

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