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

Orsingher, Chiara, Valentini, Sara and Polyakova, Alexandra (2018) Customers’ emotions in service failure and recovery: a meta-analysis. Advances in Consumer Research, 45. pp. 791-732. ISSN 0098-9258

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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.

Item Type: Article
Schools and Departments: School of Business, Management and Economics > Strategy and Marketing
Depositing User: Alexandra Polyakova
Date Deposited: 20 Feb 2018 15:26
Last Modified: 04 Nov 2019 12:04
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